Overview
We are looking to recruit an ICT Service Desk Technician to provide a first class front line service to users working remotely, network, application and device support, ensuring efficient and effective resolution of calls within agreed service levels.
You will be handling calls raised via the self-service portal and over the telephone, plus the occasional walk-in to the Service Desk or the ICT Hub, reassuring colleagues, finding solutions and ensuring a great customer experience.
You will need to resolve incidents and service requests within published SLA's, ensuring all calls are captured correctly, and to the right quality ensuring established processes are followed and asset records are kept up to date. You will also need to understand when some Incidents or Service Requests need to be escalated within the ICT Department and to completed this within a timely fashion. In order to improve the service you will need to update Standard Operating Procedures and Knowledge, searching for ways to improve the services we deliver by thinking creatively and sharing good practice with colleagues.
You will support and encourage fellow ICT Service Desk analysts to help meet their support goals. You will visit user/customer desks on and off site and at other offices where required, in order to resolve an issue, configuring IT equipment and providing instructions on the use of ICT devices. You will actively promote the Service Desk and ICT Self Service area in all forms of interaction.
Responsibilities
* Provide first line service to users working remotely, including network, application and device support, resolving calls within agreed service levels.
* Handle calls raised via the self-service portal and over the telephone, plus occasional walk-ins to the Service Desk or ICT Hub.
* Reassure colleagues, find solutions and ensure a great customer experience.
* Resolve incidents and service requests within published SLAs, ensure calls are captured correctly and assets are kept up to date.
* Escalate Incidents or Service Requests within the ICT Department in a timely fashion.
* Update Standard Operating Procedures and Knowledge, and look for ways to improve services by thinking creatively and sharing good practice with colleagues.
* Support and encourage fellow ICT Service Desk analysts to help meet their support goals.
* Visit user/customer desks on and off site and at other offices to resolve issues, configuring IT equipment and providing instructions on ICT devices.
* Actively promote the Service Desk and ICT Self Service area in all forms of interaction.
Qualifications
* Strong Service Desk experience with excellent knowledge of IT Infrastructure, Microsoft products and devices/hardware with a strong customer focus. Ability to listen and understand issues, asking open questions to fully understand details and impact.
* Active Directory / Exchange Management Console / Windows 10 and 11 / Intune / Microsoft Office 2016 and 365 / Outlook experience / Sharepoint.
* Understanding of Incident/Problem/ Change Management and Configuration Management processes – preferably to ITIL V4 Foundation standard.
* Quick thinker, problem solver and very adaptable to change, able to work in a diverse environment.
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