Job Description
Acting as the first point of contact between the IT department and service users to ensure that assistance is provided within an appropriate amount of time.
Assessing, prioritising, researching and resolving incidents & requests in line with the agreed service desk objectives.
Building laptops and setting up workstations in the office.
Working alongside your colleagues to ensure all raised tickets are dealt with in a timely fashion.
Familiarity with IT ticketing application e.g. FreshService.
Maintaining ownership of requests that come in and ensuring you are in communication with users & colleagues.
Suggesting, implementing, and embedding new processes, system improvements and culture changes to provide solutions to meet the Company’s goals.
Acting in support of major incidents where required.
Consistently demonstrates that “the customer is at the heart of everything we do” by ensuring that customer impact is considered in the course of all BAU activity.
Takes ownership of errors and actions, ensuring a successful and timely resolution.
Displays awareness of Risk and Control and engages proactively with colleagues and management to identify and mitigate risk.
Displays awareness of the regulatory environment in which the firm operates and proactively escalates and addresses any breaches of these requirements.
Qualifications
* Experience in a service desk role preferably in a contact centre environment. The preferred experience level is 1 year.
* Ability to assist with a range of issues across various forms of communication from telephone to video conferencing.
* Experience of building laptops and setting up workstations.
* Experience of supporting 3rd line infrastructure engineers with hands-on work in an office environment.
* Broad understanding of networking including firewalls, routers, and switches.
* Knowledge of ITIL processes and procedures.
* Experience of hardware and software installation and configuration.
* Attention to detail and accuracy with strong organisational skills.
* Excellent verbal and written communication skills.
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