Mid and Senior Technical Service Desk Analyst
Salary: Up to £35,000 depending on experience
Location: Manchester
Duration: Permanent
My client
My client is looking for a Senior Technical Service Desk Agent to offer a robust IT support service in a fast-paced IT department to both remote end-users and head office colleagues globally. This is a hands-on role requiring a high level of technical expertise, working closely with the application, platform, and security teams, and utilizing strong customer service skills.
Essential skills
* Exceptional customer service experience.
* Ability to build rapport and engage with all types of individuals.
* Possess a mature and consultative approach, ability to question the status quo and rethink.
* Proven ability to communicate collaboratively with staff at all levels and nurture relationships.
* Strong problem-solving skills and a motivation to provide the best possible service to the user throughout the support process.
* Ability to take ownership and work with minimum supervision.
* The ability to balance customer focus with technical aptitude.
* Desire to learn and support new services as the business undertakes a broad digital transformation.
* Comfortable operating in fast-paced environments with informal ways of working.
Desirable skills and experience
* Knowledge of Incident Management, Problem Management, and Request Fulfilment.
* Good knowledge of IT services delivered within a corporate environment.
* Ability to diagnose technical faults quickly and accurately remotely as well as customer-facing experience.
* Superior level of customer service, especially the ability to build good working relationships quickly and exemplary communication skills.
* Experience of working within a fast-paced IT services environment with strong knowledge of IT systems, equipment, and software.
* You will work well under pressure, alongside colleagues to support the business community, offering advice and mentorship to more junior colleagues.
* Previous experience of Microsoft Windows 10, Microsoft Office 365, Microsoft Active Directory & Azure Active Directory, Hybrid Exchange environment, InTune MDM, and Teams administration.
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