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 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 focussed 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.If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career. Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays.co.uk