Key requirements:
* Responds to user enquiries according to service desk procedures, providing support across a range of hardware and software products, within set Service Level Agreements (SLAs).
* Provides first level support, identifying issues which require more complex support and ensuring their timely escalation.
* Monitors Incidents and ensure SLAs are being adhered to, Incident Reports are developed and preliminary problem assessments are performed.
* Manages Service Requests, monitoring and reporting progress to relevant parties.
* Manages escalations with external service providers on issue which are maintainable by the Service Desk.
* Provides basic training to users in response to support requests.
* Contributes to the maintenance and development of the organisation's Desktop Standard Operating Environment (SOE).
* Maintains new configuration items (CIs) and updates existing CIs when necessary, maintaining the correctness of such attributes as location and relationships.
Experience:
* Demonstrated experience providing first-level and second-level corporate IT support across a range of hardware and software products, in alignment with service desk procedures and Service Level Agreements (SLAs).
* Proven ability to identify, escalate, and monitor technical issues, including incident management and preliminary problem analysis.
* Experience managing service requests and coordinating with external service providers to resolve maintainable issues effectively.
* Strong communication and interpersonal skills, with the ability to deliver basic end-user training and provide clear, customer-focused support.
On offer:
* Ongoing, long term contract
* Working with enterprise modern workplace technology
* Located close to major transport links
* Great client environments
Interested?
We'd love to hear from you.
Click Apply and send us your resume today Have any questions, please reach out to Jane Saxby on or