About this role
Your role includes
- Managing incidents, service requests and changes in accordance with agreed policy and procedures to agreed customer service levels.
- Effectively communicating with the customer during the lifecycle of a fault/ incident.
- Communicating both proactively and reactively with all users, resolving teams and 3rd parties.
- Performing the Level 1 Incident actions to all Incidents before assigning to the appropriate resolver groups. As well as fulfilling service requests as required.
- Ensuring all Incidents and Service Request logged and resolved contain good quality information within them to allow effective management and reporting.
- Ensuring that all customers receive an industry leading customer experience with each contact and any issues or complaints are escalated appropriately.
- Carrying out any agreed escalation of incidents not progressing in line with agreed Service Levels that cannot be resolved by the Service Desk and monitoring their progress ensuring feedback to the customer.
- Closing all Incidents and Requests with agreement from the customer.
- Monitoring the sources for new Incidents and Service Requests.
Requirements
- Degree in IT.
- Minimum of 1 year’s experience in a client facing fast paced Service Desk support role.
- Proficiency using Microsoft based platform and suite of products. Knowledge of SQL servers, hosting platforms i.e SaaS is an advantage.
- Knowledge of Citrix, VMware, Remote Access Software.
- Experience using monitoring and alerting systems.
- Experience using Service Desk IT Service Management tools i.e Jira, Service Now or similar.
- Excellent verbal and written communication skills in English.
- Basic Understanding of ITIL principles i.e Incident, Problem Change etc.
Personal profile
- Team player, flexible, accurate, hands-on mentality.
- Strong customer empathy.
- Eager to understand our suite of technology products.
- Customer friendly, eagerness to learn and service driven mindset.
- Willingness to work in a highly effective team to be flexible to suit business support needs.