Key Tasks/Accountabilities
* Record and prioritise service requests into the Assyst service management tool, ensuring all relevant information is recorded accurately and in line with the incident management process.
* Provide user support for hardware and software issues including incident resolution, installation/implementation and guidance/training.
* Monitor, manage and progress service requests in an efficient and professional manner, restoring normal working service as quickly as possible.
* Escalate incidents to appropriate teams/individuals in line with the incident management process, ensuring users are informed of progress.
* Log incidents with 3rd Party Suppliers, monitor progress against SLA and, if required, escape incidents using the pre-defined escalation process.
* Work individually and as a team to ensure that individual and team KPIs are met.
* Ensure that user requests are resolved within agreed Service Levels.
* Major Incidents – work alongside the Service Desk Team Lead to provide regular user updates in line with the Major Incident process.
* Create procedure documents and update the Knowledge Base in line with defined processes.
* Assist with the implementation and support of projects as required.
* Represent the operational interests of users to IS staff.
* Keep up to date with the latest developments in desktop technologies, products and processes.
Essential Skills & Experience Required
* Experience of working on a busy Service Desk providing 1st and 2nd line support to at least 250 users
* Troubleshooting and resolving hardware, software and networking issues over the phone
* Experience of providing support for:
o Microsoft Windows
o Active Directory
o Remote working
o Hardware builds/re‑imaging
o Citrix virtual desktops
o IP Telephony
* Experience of working to and meeting:
o Service Level Agreements
o Individual and Team performance targets
* Good communication and excellent customer facing skills
* Proactive, excellent organisation and timekeeping skills
* Flexible, enthusiastic and self‑motivated
* Well‑developed problem solving skills
* Good team player but also able to work on own initiative
* Quick learner, ability to follow documented procedures
* Able to cope with a busy Service Desk working under pressure
* Good all‑round hardware and software knowledge
Desirable Skills & Experience
* ITIL Foundation or a good working knowledge of ITIL
* Assyst (or similar IT service management software)
* Google Workspace/Gmail
* VoIP telephony such as BT Cloudworks and Elastic CX
* Microsoft SCCM
* SAP
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