We are part of the Enterprise Service Management function supporting the internal IR customers. In this fast-paced role you will be acting as the routine contact point. You will respond to phone calls, analyse service requests, Self Service issues, Incidents from customers - both internal and our external partners & guiding them through first level technical and non-technical support. You will work with a team of close knit, like-minded people, who rally each other through the rushes and support each other with more in-depth queries.

In this varied role you will also:

• Detect and correct issues, preventing devices from breaking down or interrupting business process
• Action tickets within agreed Service Level Agreements
• Manage the phishing, vishing (phone call) & scam mailboxes
• Engage with all levels of the business, adapting your communication style and delivery method to suit users' abilities
• Assist with relationship management between technology users and the IT support groups and external service providers
• Ensure the delivery of processes and functions of the Service Desk meet agreed standards
• Identify Problems and liaise with Problem Management
• Portfolio management - working closely as the Service Desk contact for Technical and Business teams

The hours of work will be 7 hours 35 minutes per day Monday to Friday, to be worked between 8am and 5pm. We usually work in the office 3 days per week with 2 days working from home if desired. The first 4 weeks of training will be completed in person.

We prioritise your development! Previous employees have grown internally into cyber security and business analyst roles.

Mōu | About you

To be successful in this position you will possess some of the following attributes:

• 12 months Service Desk experience is preferred, or the ability to learn quickly
• Excellent customer service skills and communication skills - you'll be able to relay information in a way our customers can easily understand
• Highly organised, able to multitask and work under pressure
• Experience working with technologies such as Office 365, Windows 10, Azure Active Directory, Intune, Cloud Solutions, Storage and Networking technologies
• Knowledge of a ticket management system, ideally Service Now and a good understanding of Incident, Issue, Problem and Service request management
• The ability to create cohesive and valuable support documentation
• Excellent triage and problem-solving ability, resolving complex issues
• A desire to continually improve process and champion self-service
• Understands importance of Knowledge Management - ServiceNow Knowledge Management (KM) enables the sharing of information in knowledge bases. These knowledge bases contain articles that provide users and the Service Desk with information such as self-help, troubleshooting, and resolution.
• Information Technology Infrastructure Library qualification favourable (but not essential)