Description:
You will provide 1st line support to internal and external customers. Being the first point of contact, you will to take responsibility for faults and work requests, and proactively seek resolutions for customers while keeping them informed of progress.
Key Responsibilities
- Adopt ITIL best practice, to handle incoming incidents or requests to the Service Desk via: telephone, email or end-user portal to ensure courteous, timely and effective resolution of end user issues
- Escalate incidents where required to 2nd and 3rd line teams.
- Display excellent customer service and maintain outstanding customer satisfaction levels
- Record end user identification information
- Record incident details with a high level of accuracy
- Carry out initial analysis on incidents and requests to assess appropriate next steps
- Prioritise, schedule and escalate incidents as and when required
Experience And Skills
- IT Service Desk experience required – specifically supporting users remotely
- Supporting Microsoft operating systems, Microsoft office applications, computer hardware, printers and bespoke applications.
- A good understanding of using ITSM (ticketing) tools along with working with SLA/KPI targets.
- Deep knowledge of Microsoft-based operating systems with emphasis on Windows 8/10 and Office 2016.
- Understanding and experience of Active Directory and supporting bespoke applications.