Responsibilities
* Provide prompt and effective first-line technical support via telephone and in person, aiming for high first-time resolution rates
* Deliver onsite first-line support to head office visitors for immediate IT needs
* Log all support requests accurately in the ITSM tool, keeping tickets updated daily with progress notes and next steps
* Offer comprehensive first-line technical assistance, escalating when necessary with clear and detailed handover notes
* Deliver outstanding customer service with a positive, "can-do" approach in every interaction with colleagues and suppliers
* Actively participate in team meetings, contributing ideas for continuous improvement and identifying efficiencies
* Analyse ticket trends to support problem management efforts
* Share knowledge and best practices with the team to foster collaboration and learning
* Support ICT projects and carry out additional service desk duties as required by the ICT Service Desk Manager
Experience (Required)
* Service desk or contact centre environment
* Customer-facing roles
* Active Directory: creating and maintaining users
* Knowledge of Office
* Knowledge of Microsoft Windows operating systems (up to Windows 11)
Experience (Desirable)
* Previous IT support role
* Document management systems
* ServiceNow
* Network experience (LAN, WAN, Mobile)
Capabilities & Personal Qualities
* Customer-first mindset
* Resilient under pressure
* Proactive and autonomous
* Level-headed
* Strong verbal and written communication skills
* Clear spoken English
* Organised
* Collaborative team player
Other requirements
* Valid driver's licence
* Within a 45-minute commute of Hoddesdon
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