How you’ll add value
This role serves on the front line of the IT Service Desk providing day to day 1st and 2nd level desktop support services to all business areas. Works closely with all the internal IT teams and 3rd party vendors to support IT services and systems ensuring processes are followed and service levels are met.
There is a need to work flexible hours on a shift basis to support business demands at particular times, support for the rollout of system changes.
This role is responsible for delivery exceptional customer service and ticket handling.
- Acting as the first point of contact into the IT Service Desk and ensuring all incidents/requests are managed correctly.
- Classifing incoming Incident and Requests and ensuring correct prioritisation including recording quality description, progress, and resolution details in the ticket
- Performing initial triage and troubleshooting activities for all tickets and escalating to next level technical support teams where necessary
- Contributing to Service Desk/IT process and service improvements and identifing opportunities to improve efficiency, quality, and permanent fix rate
- Creating/Modifing/Removing access for all users in a wide range of applications including Windows/Azure Active Directory, MS Exchange, etc
- Configuration and installation Desktop and Laptop SOE (Windows)
- Deployment and installation of hardware and peripherals
- Maintaining knowledgebase articles within the illion document sharing system
- Out of hours on call support where required
