Role
A position has become available working on a busy Service Desk as part of a small internal IT department. The successful candidate will be required to log and resolve tickets that come into the Service Desk, dealing with a wide variety of issues across multiple platforms and bespoke software packages. Support is currently provided primarily over the phone to over 1,000 users, although face-to-face support and desk visits are common. This is a customer-focused role providing first-line support to a wide variety of users, from standard users and mobile operatives up to Director level. The role is ideal for someone wanting to make an entry into IT & Digital.
Key Tasks / Activities / Responsibilities
* Providing first-line support to large user base
* Attempting first-time fix over the phone or in person, or resolving logged issues within SLA
* Taking responsibility for standard changes from initiation through to completion, such as PC builds and new user requests
* Logging tickets following established processes, seeing them through to completion or reassignment
* Escalating issues to the Service Desk Supervisor as appropriate
* Installing or maintaining software and hardware
* Diagnosing software and hardware faults
* Working with the Technology and Systems Teams on projects and testing system updates
* Based out of the Stratford office.
Key Knowledge
* Microsoft Office 365
* Working knowledge of Windows 2003 and above, including Active Directory
* Working knowledge of Windows 7 and Windows 10
* Knowledge of Android and Apple devices
* Knowledge of Citrix (desirable)
* Knowledge of Microsoft Lync / Skype for Business (desirable)
* ITIL Foundation (desirable)
* Experience working with Microsoft Dynamics (desirable)
Key Skills
* Customer service
* Communication skills
* Good telephone manner
* Good level of written English
* Ability to work under own initiative
Key Experience
* Customer-facing roles
* Previous service desk experience (desirable)
* Recent graduate (desirable)
Benefits
* 22 days annual leave which increases with length of service
* Pension
* Perkbox rewards
* Long service rewards
* Volunteering days
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