Role Requirements:
Experience / Education:
• SC eligible
• ITIL V4 Certification desirable; ITIL V4 training preferred.
• Proven experience in an IT/Application Support helpdesk, providing direct user support.
• Advocate of ITIL best practice processes.
• Experience in a customer-facing environment.
• Experience in fault finding and improving first-time fix ratios.
Key Generic Competencies:
• Ability to communicate effectively with colleagues of varying IT skill levels in potentially pressured situations.
• Strong organizational, time management, and work prioritization skills.
• Ability to work independently and take initiative.
• Creative problem-solving skills.
• Ability to accurately record detailed information and engage with customers for additional information as needed.
• Commitment to maintaining high-quality standards.
• Customer-focused with a flexible approach to business requirements.
• Ability to work collaboratively as part of a team.
• Fluent in written and spoken English.