- Provide 1st line support in troubleshooting technical issues reported to Service Desk
- Ensure Service Requests and Incidents are managed in accordance with Service Level Targets
- Assist with the identification of Continual Service Improvement items to help improve the quality of service provided, and the efficiency of processes within the Service Desk
- Keep customers informed on the progress of their Incidents and Service Requests throughout the full lifecycle
Essential Skills
- 3 Years + experience working within a Service Desk or Helpdesk environment.
- Technical knowledge of Microsoft O365 technologies including Entra ID.
- Technical knowledge of Microsoft Azure and Intune.
- Previous experience working with audio and video conferencing tools such as Zoom and MS Teams.
- Excellent communication and customer service skills
- Ability to efficiently manage workload and escalate calls when required.
- ITIL skills are advantageous.