We are seeking a customer-focused Service Desk Officer to join a busy ICT support team delivering first-line technical support across a diverse enterprise environment. In this role, you will be the primary point of contact for users requiring assistance with incidents, service requests and technology-related issues, ensuring a high level of customer service and timely resolution.
This is an excellent opportunity for a motivated IT professional who enjoys problem-solving, thrives in a fast-paced environment, and is passionate about delivering exceptional support experiences.
Key Responsibilities
* Provide high-quality first point of contact support for ICT incidents and service requests.
* Log, triage, investigate and resolve incidents and requests in accordance with established processes and service level agreements.
* Escalate complex issues to relevant support teams while maintaining ownership and communication with end users.
* Support and troubleshoot Microsoft Exchange, Active Directory, Microsoft 365 and Windows desktop environments.
* Assist users with Citrix access, network connectivity issues and mobility solutions.
* Utilise service management tools to record, track and manage incidents and requests.
* Contribute to the continuous improvement of Service Desk processes, procedures and knowledge base documentation.
* Deliver clear and professional communication to customers throughout the incident resolution lifecycle.
* Collaborate effectively with internal ICT teams to ensure seamless service delivery.
Highly Desirable Criteria
* Experience supporting:
* Microsoft Exchange
* Microsoft Active Directory
* Microsoft Windows desktop and tablet operating systems
* Microsoft 365 product suite
* Data network communications
* Experience using Ivanti Service Desk or similar ITSM platforms.
* Experience using Amazon Connect or similar contact centre solutions.
* Demonstrated ability to provide high-quality customer service within an ICT support environment.
* Experience supporting mobility solutions, including Intune Company Portal and RSA SecurID tokens.
* Experience supporting mobile devices, including iPhone and iPad.
* Ability to quickly adapt to changing technologies, processes and business requirements.
* Strong analytical and problem-solving skills with excellent attention to detail.
* Ability to absorb, organise and apply large volumes of information.
* Proactive, self-motivated and capable of working independently.
* Strong team collaboration skills and willingness to contribute to a positive team environment.
* Receptive to feedback and committed to continuous learning and improvement.
* Fast learner with the ability to prioritise competing tasks effectively.
Please note that a National Police Check might be required as part of pre-employment screening.
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