Key Responsibilities Engage with customers via multiple channels (including phone, email and service portal), providing efficient and effective customer service to our customer’s end users and other key stakeholders Act as the first point of contact for technical service requests and incidents Create, prioritise and assign tickets within the company IT Service Management platform, and maintain accurate records across a service ticket lifecycle Prioritisation and active management of all allocated tickets, ensuring resolution within agreed customer SLA’s Provide exemplary service to the customer ensuring high personal and organisational customer satisfaction scores are maintained Accurately determining tickets that require escalation, and providing all necessary handover notes in accordance with standard operating procedures Identify potential problems in accordance with the company Problem Management processes Develop a good understanding of our client base whilst building and maintaining good client relationships As a member of an ISO Compliant organisation there is a requirement to follow Chorus company policies, procedures, and guidelines for both Quality Management and Information Security Management Systems in place. As a Chorus employee you will have access to various company and client assets and will be required to maintain the level of security as identified by each asset. Comply with all relevant legislative and legal requirements, including industry regulations, employment law, Data Protection and Health and Safety. Demonstrate behaviours that promote our values. Undertake any other duties as reasonably requested. Personal Specification Required: Exemplary customer service and problem-solving skills Active interest in technology and how it can impact business operations Good organisational skills and proactive approach to updating tickets Team player with good interpersonal and communication skills Positive attitude with a ‘can do’ approach Ability to remain calm in a pressured environment Reliable, good work ethic and willingness to learn Desired: Previous experience of providing IT support at 1st line level Experience in a similar service desk environment, ideally for a managed service or support services provider Experience of administering and supporting the latest Microsoft technologies and operating systems Knowledge or MS Azure services and offerings Basic MS Exchange admin skills Please feel free to submit your covering letter via video if you prefer.