Service Desk Support Professional
In this key role, you will be responsible for providing high-quality support to business users via various channels. Your primary focus will be on incident management, where you will perform triage, resolve incidents, and respond to queries related to IT systems, applications, and services.
Key Responsibilities:
* Perform incident management on supported products and services.
* Provide first line support to business users via webchat, phone, and online channels.
* Drive technical content and departmental procedures to the knowledge base.
* Complete requests to install software and make changes to endpoint devices.
* Maintain accurate records of incident and request progress and resolution.
Requirements:
1. At least 1 year's experience in a related technical support role.
2. IT, Computer Science or Business qualification.
3. Excellent interpersonal skills.
4. Good problem-solving and troubleshooting skills.
5. Good working knowledge of IT business technologies; networks, servers, Windows operating system, PC hardware, Microsoft 365, MS Office, and major shrink wrap business applications.
6. Microsoft Windows 10 and Microsoft Office.
7. Microsoft Active Directory.
8. i Manage document management system.
9. Windows Server 2012, 2012 R.
10. Experience of an ITSM ticketing tool such as Service Now.
11. Motivated to deliver a first-class customer service.
12. Handles challenges and difficult situations positively.
13. Willingness to learn and develop new skills.
14. Proven ability to self-manage and report on workload.