Job Description

Required Experience :

• Knowledge of Windows, MS Office suite and an Office 365 environment, as well as administering Active Directory.
• Understanding of DNC, DHCP, Group Policy, Microsoft Exchange, Office 365.
• Proven team working skills but also able to use own initiative to support our customers.
• Recording all IT incidents, requests and problems, ensuring all relevant details are captured in line with ITIL service desk standards.
• Liaise with third party suppliers wherever necessary, logging tickets as required and acting as a central point of contact.

Responsibilities:

• Provide a single point of contact for IT and facilities incident, service requests and problems.
• Provide a professional and customer-focused service through the life-cycle of each ticket: manage customer expectations by keeping customer informed of progress through to ticket resolution.
• Requirement to process high volume of telephone calls and emails on daily basis, whilst maintaining excellent attention to detail and customer service throughout.
• Classify calls accurately with information provided and prioritise in line with the Service Level Agreement(SLA).
• Investigate and diagnose incidents by providing 1st line support, gathering pertinent information to identify and resolve a range of technical incidents such as hardware, software, application, and network incidents.
• Resolution and fulfillment of incidents and Service request within the service levels agreed.
• Develop a strong understanding of applications and underlying support processes and procedures.

Personal Qualities :

• Driven to always provide excellent customer service.
• Strong interpersonal skills, with the ability to utilize excellent written and verbal communication to customers and colleagues of all abilities and levels.
• Highly motivated, flexible and committed attitude to service delivery.
• Be able to work under pressure and to tight deadlines whilst maintaining excellent customer service.
• Excellent time keeping and time management, reliable with a ‘can do’ attitude.
• Able to ensure that the professionalism required by the service delivery team is adhered to at all time.