Job Description
Purpose of the role
To provide technical knowledge and experience to resolve Service Desk incidents and requests tickets. Working in a fast-paced, dynamic environment supporting a multitude of client and internal systems and applications, on premise, in our cloud environment and within public cloud services.
Responsibilities:
1. Communicate with clients, end users and 3rd parties via telephone, e-mail and remote support tools to resolve Incidents, service requests and provide regular updates.
2. Work as a team with other members of the Service Desk support team to resolve client issues and take full ownership of Service Desk tickets that are escalated to you.
3. Partake in an out of hours emergency support rota.
4. Utilise our internal Service Desk systems and any other tools required to complete your role.
5. Undertake any training required by us.
6. Complete full documentation of client and internal systems to the required standard.
7. Follow policies and procedures to comply with our ISO20000 and ISO27001 accreditation.
8. Management of your own time and resolution of service requests within SLA.
9. Complete additional research when required when faced with unfamiliar technologies to resolve client issues in a timely manner.
10. Strive for continuous improvement in everyt...