About The Role
You will be representing the IT Service Centre to provide 1st line phone support and 2nd line hardware support, as well as fulfilling service requests logged with the IT Service Centre. This is a phone-based role involving hardware fault diagnostics for laptops, desktops, mobile phones, and other company IT hardware.
Responsibilities:
1. Respond professionally, friendly, supportive, helpful, and timely to all internal customers contacting the IT Service Centre via telephone or in person.
2. Take ownership of issues, manage customer expectations, and provide regular updates on progress.
3. Coordinate with internal Technology departments to resolve issues within agreed timelines.
4. Represent the IT Service Centre positively across the organization.
5. Use sound judgment to maximize customer satisfaction.
6. Strive to improve personal performance to meet team and departmental SLAs and KPIs.
7. Engage in continuous self-development and learning.
8. Suggest improvements for the IT Service Centre’s effectiveness.
9. Manage issues independently with minimal supervision.
About You
You should have the following skills/experience:
* Aligned with the values of friendliness, flexibility, and facilitation when working with customers and colleagues.
* Effective questioning skills to understand needs and facts.
* Professional and friendly communication skills.
* Enthusiastic, proactive, and professional attitude.
* Ability to work well independently and in a team.
* Ability to balance customer needs with business priorities.
* Ownership mentality and continuous improvement focus.
* Experience managing initiatives or projects to completion.
* Proactive investigation and ownership of cases to resolution.
Minimum Criteria
* Experience in an IT Service Centre environment.
* Strong customer service and problem-solving skills.
* Strong learning and development skills.
Systems/Technologies Support Experience:
* Microsoft Windows 10/11 in enterprise environments.
* Microsoft Active Directory administration.
* Intune endpoint management.
* Microsoft Exchange administration.
* Microsoft 365 applications support.
* Remote connectivity/VPN support.
* LAN/WAN technologies support.
* Laptop/Desktop and Printer/MFD support.
* iOS Apple device support.
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