About Our Client
This opportunity is with a respected organisation within the professional services industry. As a medium-sized company, they prioritise high-quality service delivery and innovative solutions. Their technology department plays a key role in ensuring operational excellence and supporting their professional objectives.
Job Description
1st Line Support
* Responding to incoming calls, self-serve calls and emails made to the Service Desk promptly, ensuring a high level of customer service is maintained at all times
* Delivering incoming service requests such as requests for software, setting up new equipment, and new user/leaver requests in line with SLAs and KPIs
* Accurately and promptly logging and updating calls on the IT Service Desk knowledge base with the outcome of your problem solving and investigations
* Ensuring employees are kept updated on any outstanding IT issues with clear and concise communication
* Visiting other offices to deliver IT projects or resolve specific IT issues, as required
* Communicating effectively with the Service Desk Team Leader and other colleagues
* Providing cover for employee absence
2nd Line Support
* Focusing on more complex, time-consuming queries, helping to minimise the number of incidents that are escalated to the IT 3rd line resolver group
* Contributing to the Change Management and Problem Management processes
* Training and developing new members of the 1st line team, to help improve their knowledge and level of service provided
* Working collaboratively with colleagues across the department, escalating incidents to the 3rd line when they require additional expertise; or when they cannot be delivered in line with SLAs
The Successful Applicant
The successful candidate will have:
* IT/Technical qualifications (ideally: Windows 10 MCDST certification, MCP certification, or similar)
* Minimum 3 years' experience in a similar role
* Knowledge and experience of Microsoft operating systems, Active Directory and O365
* Experience of working in an ITIL environment
* Basic networking skills e.g., TCP/IP, DNS, DHCP and VPN, SCCM
* Knowledge and experience of CRM System (InterAction), iManage Worksite/Filesite, IP Phone Administration (Mitel), Digital Dictation (Winscribe), Mobile Device Management and security products (antivirus, disk encryption, USB device control)
* Excellent customer service and client-facing skills
* Excellent communication skills - both written and verbal
* Proven analytical and problem-solving abilities
* Ability to work in a high-pressure environment
* A self-motivated and proactive attitude
* Experience of working in a team-oriented, collaborative environment
What’s on Offer
* Daily Rate inside IR35 (£100 - £180 DOE)
* Office based role (5 days a week) in Birmingham City Centre
* 3 month contract
* Immediate Start!
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