What you'll do

• Receiving and logging calls on behalf of users
• Driving SLA fulfilment and great customer service
• Routing 3rd line incidents and calls to appropriate IT teams
• Providing technical assistance to users
• Administering and monitoring IT systems
• Ensuring excellent communication with business
• Providing onsite Head Office and remote Desk Support
• Support in small projects of implementation and roll outs
• Installation of software and hardware
• Managing incidents, requests and problems
• End User and system refresh training
• Setting up accounts and completing the administration associated with this

What you'll need

• Previous Service Desk experience in 1st and 2nd line within an ITIL environment is essential
• A positive, proactive manner with excellent customer service skills and experience of following procedures and guidelines
• Excellent verbal and written communication skills, along with good planning and organisational skills
• Self-initiative and the drive to provide great customer service
• An understanding of IT systems (servers, networks and printing devices
• A committed can-do attitude
• Previous experience of providing first-line support
• Able to work to tight deadlines in line with a Service Level Agreement environment
• Strong analytical skills and the ability to work effectively on your own and in a team environment
• Experience of using appropriate IT technology, methods, principles and equipment such as:
  • Win8/Win10
  • Laptop / desktop support 
  • Basic Networking knowledge
  • Active Directory
  • Incident management systems like Service Now
  • SCCM/MECM’
  • Office 365

• Experience of using the following IT technology would be desirable:
  • MAC
  • Cisco Phone Systems or other similar system 
  • MS SharePoint