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Salary Package: £, -£,plus large company benefits, a broad flexible benefits scheme, and paid-for volunteering days a year
Hours:. am – pm, Monday – Friday
Contract Type: Permanent
Interview Process: -stage process
Why SCC?
* An inclusive workplace
* Excellent package: solid basic and company benefits
* Hybrid working & core hours in line with role requirements
* Career development and life-long learning opportunities
* Opportunity to join Europe's largest privately-owned IT Company
Role purpose:
* Log incidents and requests and progress them in the system.
* Accurately diagnose and assess incoming calls within the in-house system.
* Ensure all required incident and requests are completed within the SLA commitments.
* Resolving and closing tickets at the first point of contact where possible.
* Deliver outstanding telephone support to customers.
* Respond to all emails promptly and ensure communication queues are regularly cleared.
Security clearance or the willingness to apply will be required for this role.
Key responsibilities:
* Administration of user accounts and permissions for users within Active Directory.
* Process Starter, Mover and Leaver requests.
* Use remote support tools to accurately diagnose and resolve user issues.
* Where required, assign tickets to the relevant resolver groups.
* Escalate more complex issues to IT staff and key stakeholders.
* Manage queues and mailboxes efficiently, ensuring timely resolution.
* Meet telephone support fix KPIs consistently.
* Ensure all incidents are resolved within SLA timeframes.
Skills and experience:
* Strong understanding of Service Level Agreements (SLAs).
* Proven experience in delivering high-quality customer service.
* Knowledge of first line Service Desk responsibilities.
* Experience with Microsoft Azure/ Entra ID and InTune.
* Experience of troubleshooting queries within Windows and MS Office.
* Proficiency in Microsoft Office applications, including Excel, Outlook, and Word.
* Awareness of ITIL practices and principles.
About You
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