Job Summary
To provideservice and support at the highest level. Providing topnotchtechnical assistance and customer service to our employees andbusiness partners. Your role will involve promptly addressing ITissues across various technologies software and hardware solutions.Youll handle incoming calls assist users through various channelsmaintain ticket records and ensure timely resolution of issues.Additionally youll contribute to maintaining our internal knowledgebase monitor alerts manage user accounts and collaborate withhighertier support teams and external vendors whennecessary.
PrincipalResponsibilities
* Respond promptly touser software or hardware issues via phone or email
* Communicating with the end user ensuring the requiredsteps are done to resolve the issue.
* Escalating issues where necessary to senior members ofthe team
* Updating the ticketing systemensuring queries are logged noted accurately and closed whenresolved.
* Liaising withother internal teams when necessary
* Imagingand deployment of new hardware to endusers
Accountablefor:
* Providing firstclass service and support to employees
* Ensuring that queries are dealt with in a timelymanner
Skills andexperience required:
* Priorexperience in a 1stline supportenvironment
* Previousexperience supporting Microsoftapplications
* Excellentorganisation and prioritisation skills that can adapt to changingenvironments.
* Highestlevel of customer service
* Good problem solvingskills
* The ability toanalyse data to make data drivendecisions
* Confidenttelephone manner and excellent verbal and written skills
* Be able to maintain calm underpressure