Posted: 17 July
The role
Contract Type
:
PermanentSalary Package: £, - £,plus large company benefits, a broad flexible benefits scheme, and paid-for volunteering days a year
Hours:
. am – pm, Monday – Friday Interview Process:
-stage processWhy SCC?
An inclusive workplaceExcellent package: solid basic and company benefitsHybrid working & core hours in line with role requirementsCareer development and life-long learning opportunitiesOpportunity to join Europe's largest privately-owned IT CompanyRole 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 st line Service Desk responsibilities.Experience with Microsoft Azure/ Entra ID and InTune.Experience of troubleshooting queries within Windows and MS OfficeProficiency in Microsoft Office applications, including Excel, Outlook, and Word.Awareness of ITIL practices and principles. About You
