Key Accountabilities
* 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, focussing 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
1. Proactive individual able to work in a fast-paced and constantly changing environment
2. Excellent and demonstrable interpersonal and communication skills, both verbally and written
3. Customer focussed attitude with a positive approach
4. Excellent telephone manner, listening and empathy skills
5. Problem-solving and diagnostic skills
6. Team player; works with and supports the rest of the team
7. Good kn...