Responsibilities
1. Provide prompt and effective first-line technical support via telephone and in person, aiming for high first-time resolution rates
2. Deliver onsite first-line support to head office visitors for immediate IT needs
3. Log all support requests accurately in the ITSM tool, keeping tickets updated daily with progress notes and next steps
4. Offer comprehensive first-line technical assistance, escalating when necessary with clear and detailed handover notes
5. Deliver outstanding customer service with a positive, "can-do" approach in every interaction with colleagues and suppliers
6. Actively participate in team meetings, contributing ideas for continuous improvement and identifying efficiencies
7. Analyse ticket trends to support problem management efforts
8. Share knowledge and best practices with the team to foster collaboration and learning
9. Support ICT projects and carry out additional service desk duties as required by the ICT Service Desk Manager
Experience (Required)
10. Service desk or contact centre environment
11. Customer-facing roles
12. Active Directory: creating and maintaining users
13. Knowledge of Office
14. Knowledge of Microsoft Windows operating systems (up to Windows 11)
Experience (Desirable)
15. Previous IT support role
16. Document management systems
17. ServiceNow
18. Network experience (LAN, WAN, Mobile)
Capabilities & Personal Qualities
19. Customer-first mindset
20. Resilient under pressure
21. Proactive and autonomous
22. Level-headed
23. Strong verbal and written communication skills
24. Clear spoken English
25. Organised
26. Collaborative team player
Other requirements
27. Valid driver's licence
28. Within a 45-minute commute of Hoddesdon
Disclaimer This vacancy is being advertised by either Advanced Resource Managers Limited, Advanced Resource Managers IT Limited or Advanced Resource Managers Engineering Limited ("ARM"). ARM is a specialist talent acquisition and management consultancy. We provide technical contingency recruitment and a portfolio of more complex resource solutions. Our specialist recruitment divisions cover the entire technical arena, including some of the most economically and strategically important industries in the UK and the world today. We will never send your CV without your permission. Where the role is marked as Outside IR35 in the advertisement this is subject to receipt of a final Status Determination Statement from the end Client and may be subject to change.