Job Responsibilities:
* 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, focusing 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 focused 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 Now:
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
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