Key Accountabilities
- To provide technical support; answering support queries via phone, email & self service
- Supporting users via remote assistance, providing a high level of resolution at first contact
- To maintain a high degree of customer service for all support queries, adhering to all service management principles (Incident Management Process)
- To take ownership of user Incidents and be proactive when dealing with user issues
- To log all calls on the Service Desk toolset, maintaining a log of any software or hardware problems detected
- To capture accurate and truthful information from users on all incidents & requests, ensuring CI relationships are highlighted (Asset Management)
- Respond to requests from users and help them resolve hardware or software requirements
- Support users in the use of IT equipment by providing necessary guidance and advice
- To escalate more complex calls having captured all relevant information in the ticket
- To work with 3rd party technical support where incidents or requests require
- To highlight trends and major incidents to 1st line team leader immediately
Measures
- Meet service level targets for creation, resolution and closure of service desk calls on a monthly basis
- Maintain an acceptable level of service to the customers and business
- Meeting SLA’s as agreed within yearly objectives (calls logged/resolved, Answer rate/Abandon etc)
- Consistent and reliable service delivered against all types of incidents & service requests
- To correctly categorise incidents and set applicable priorities by impact vs severity
- Consistent approach to all service desk calls
- Ability to escalate complex service issues
- To maintain and deliver IT knowledge and process documentation where required
Personal specification
Skills
- Excellent telephone & customer service manner
- Good understanding of IT hardware set-up and configuration
- Focused on quality
- Good customer service skills
- Self-motivated
- Excellent interpersonal skills
- Good organisational skills to ensure that company processes and procedures are put in place
Education
Advantageous
- ITIL Foundation (v3) or similar
- Industry IT standard certification (MCP or similar)
Desirable
- Minimum 1 year previous support experience within an IT support environment or similar role supporting customers
- Experience with using and troubleshooting Microsoft Office 2010 (2013) with emphasis on MS Outlook, MS Word, MS Excel and MS PowerPoint
- Experience with using and troubleshooting Windows 10/x & MacOS X
- An understanding of ITIL, ITIL’s framework and how this applies to the IT Function
- Experience in supporting Users in a Citrix Environment or remote desktop tools
