Role purpose:
* Provide first-line IT support services to LRQA employees worldwide, ensuring prompt incident resolution, request fulfilment, and excellent customer service.
* The role requires troubleshooting technical issues, maintaining accurate documentation, and collaborating with IT teams to deliver efficient IT services.
Key Responsibilities:
Incident and Request Management:
* Respond to and resolve IT support incidents and requests in a timely manner.
* Log, categorise, and prioritise tickets in the ITSM tool (e.g., Halo ITSM).
* Escalate unresolved issues to the Service Desk Team Lead or other technical teams as needed.
Technical Troubleshooting:
* Diagnose and resolve common hardware, software, and network-related issues.
* Support end-users with Microsoft Windows, Office 365, Active Directory, and other enterprise applications.
* Assist with troubleshooting cloud-based solutions and VPN connectivity issues.
Customer Service and Communication:
* Provide exceptional customer service, ensuring end-users are informed about issue status and resolution times.
* Communicate clearly with both technical and non-technical audiences.
* Gather feedback to improve the quality of support services.
Documentation and Knowledge Management:
* Maintain accurate records of support interactions and resolutions.
* Contribute to the Service Desk knowledge base by documenting solutions and troubleshooting steps.
* Follow ITIL processes for incident, request, and problem management.
Continuous Improvement:
* Identify recurring issues and suggest improvements to reduce incidents.
* Participate in team meetings and provide input on process improvements.
* Stay updated with new technologies and tools relevant to the Service Desk function.
Technical/Professional Qualifications/Requirements:
Education and Experience:
* At least 1-2 years’ experience in an IT support or Service Desk role.
* Experience working in a global or geographically dispersed environment is desirable.
Technical Expertise:
* Basic knowledge of ITIL principles (ITIL 4 Foundation certification preferred).
* Familiarity with ITSM tools (e.g., Halo ITSM, ServiceNow).
* Proficiency in troubleshooting Windows OS, Office 365, Active Directory, and basic networking concepts.
* Knowledge of cloud services (Azure, AWS) is a plus.
Skills and Competencies:
* Strong troubleshooting and problem-solving skills.
* Excellent communication and customer service skills.
* Ability to manage multiple tasks and prioritize effectively.
* Detail-oriented with a commitment to maintaining accurate documentation.
Desirable:
* Certifications such as CompTIA A+, Microsoft Certified Fundamentals, or equivalent.
* Knowledge of agile and DevOps methodologies.
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