The Role
Key Responsibilities:
* Deliver Excellent Customer Service
* Triage and Resolve Technical Issues
* Log and Manage Tickets
* Communicate Effectively with Customers
* Maintain a High Level of Availability
* Perform Remote Troubleshooting
* Follow Best Practices for Escalation and Resolution
In this role, you will be the first point of contact for our clients seeking technical assistance. You will deliver excellent customer service and comprehensive technical support to resolve technical issues and requests. You will log all customer contacts as tickets into the IT Service Management tool and maintain ownership of tickets to ensure appropriate levels of customer communication.
You will have a strong triage service, providing detailed and thorough independent first-level technical support and troubleshooting. You will use diagnostic techniques to determine and implement the best solution based on the issue and details provided.
This role would suit a customer-focused person with an IT degree or equivalent certification and at least 12 months' of experience in a similar customer support-focused position.
What We Offer:
* Competitive Remuneration Package
* Training and Certification Bonuses
* Culture Awards that Recognise Excellence
* Brennan Daredevils - Our Annual Trip Awarded to Top Performers
* Vibrant Social Activities
* Discounted Hardware and Software
* An Environment that Embraces Learning and Development
We are committed to creating real and relevant value for our customers with solutions that fit their specific needs and always reflect their true interests.
This is why we've structured our business to help our teams shine bright. We've created a workplace where people of all backgrounds, beliefs and experiences are welcomed and empowered. And we've built an organisation where real innovation makes a genuine impact and generates true rewards for our team members.
Required Skills and Qualifications:
* Degree-educated in Information Technology or Computer Science
* At Least 12 Months' Service Desk Experience
* Industry-based Technical Certifications (e.g. Microsoft, Citrix)
* Demonstrable Industry-based Technical Aptitude (e.g. Microsoft, Citrix)
* Experience of Providing Support for Windows 10/11 User Interface
* Office 365 Administration and 'How Do I?' Queries
* Email / Exchange Configuration & Troubleshooting
* Azure Administration
* Hardware Support - CPUs, RAM and Motherboards
Note: As part of our hiring process, you will be required to undertake a National Criminal History Check.