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Key Accountabilities
- Provide 1st line IT technical support, taking ownership of the customer Incident or Service Request and see it through to resolution
- Monitor support ticket queues ensuring incidents are actioned in line with SLA's
- Maintain support tickets correctly and keep the client updated with progress every day
- Ensure any Incidents or Service Requests that cannot be resolved by the Service Desk are escalated appropriately
- Create a positive impression of the Service Desk by building a rapport with the customer, focussing on business needs and delivering best possible customer service
- Handle all queries and updates professionally and efficiently, maintaining a high degree of customer service
- Assist with Infrastructure tasks as and when required
- Maintain user security on all systems
- Completion of Service Requests
- Administration of Active Directory, End User Devices, Office 365 and Business Applications
Skills & Experience
- Proactive individual able to work in a fast-paced and constantly changing environment
- Excellent and demonstrable interpersonal and communication skills, both verbally and written
- Customer focussed attitude with a positive approach
- Excellent telephone manner, listening and empathy skills
- Problem-solving and diagnostic skills
- Team player; works with and supports the rest of the team
- Good knowledge of service management toolsets and best practice e.g. ServiceNow and ITIL
- Proven experience & understanding of IT infrastructure, desktop and business applications
- Span of technical knowledge to encompass all versions of MS Windows, Basic TCP/IP Networking, Citrix, all versions of MS Office including Office 365
- Ability to follow processes, policies, procedures and guidelines to ensure a consistent quality of service
- Proven track record working in a Service Desk role
What you need to do nowIf you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
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