Job Description
* Acting as the first point of contact between the IT department and service users to ensure that assistance is provided within an appropriate amount of time.
* Assessing, prioritising, researching and resolving incidents & requests in line with the agreed service desk objectives.
* Building laptops and setting up workstations in the office.
* Working alongside your colleagues to ensure all raised tickets are dealt with in a timely fashion.
* Familiarity with IT ticketing application e.g. FreshService.
* Maintaining ownership of requests that come in and ensuring you are in communication with users & colleagues.
* Suggesting, implementing, and imbedding new processes, system improvements and culture changes to provide solutions to meet the Company’s goals.
* Acting in support of major incidents where required.
* Consistently demonstrates that “the customer is at the heart of everything we do” by ensuring that customer impact is considered in the course of all BAU activity.
* Takes ownership of errors and actions, ensuring a successful and timely resolution.
* Displays awareness of Risk and Control and engages proactively with colleagues and management to identify and mitigate risk.
* Displays awareness of the regulatory environment in which the firm operates and proactively escalates and addresses any breaches of these requirements.
Qualifications
* Experience in a service desk role preferably in a contact centre environment. The preferred experience level is 1 year.
* Ability to assist with a range of issues across various forms of communication from telephone to video conferencing.
* Experience of building laptops and setting up workstations.
* Experience of supporting 3rd line infrastructure engineers with hands on work in an office environment.
* Broad understanding of networking including firewalls, routers, and switches.
* Knowledge of ITIL processes and procedures.
* Experience of hardware and software installation and configuration.
* Attention to detail and accuracy with strong organisational skills.
* Excellent verbal and written communication skills.
Additional Information
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