Job Description: IT Service Desk Technician
Overview: iO Associates are hiring for a local council's IT team, we're looking for a candidate to play a vital role in delivering exceptional technical support to our staff. As an IT Service Desk Technician, you'll be the first point of contact for IT-related issues, ensuring that support requests are handled efficiently and professionally.
Key Responsibilities:
* Deliver responsive IT support services in line with agreed service level agreements (SLAs).
* Manage and process incoming emails, ensuring timely and accurate responses.
* Accurately log and track IT service desk tickets, documenting issues and resolutions.
* Provide courteous and effective telephone support, striving for first-line call resolution and implementing first-time fixes whenever possible.
* Utilize technical expertise to troubleshoot issues, identify root causes, and apply appropriate fixes.
* Prioritize and triage faults, escalating more complex issues to second and third-line support teams when necessary.
* Assist council staff through the use of the internal chat bot, providing guidance and resolving queries.
* Collaborate with second-line support to assist with fault diagnostics and hardware repairs as required.
Ideal Candidate:
1. Strong communication skills with a customer-focused ...