1. First-Line IT Support:
   • Take ownership of customer incidents or service requests and see them through to resolution.
   • Monitor support ticket queues, ensuring timely action in line with service level agreements (SLAs).
   • Maintain accurate support tickets and provide daily progress updates to clients.
2. Escalation and Client Rapport:
   • Escalate incidents or service requests that cannot be resolved by the Service Desk.
   • Create a positive impression by building rapport with customers, focusing on their business needs, and delivering exceptional service.
   • Handle queries and updates professionally, maintaining a high level of customer satisfaction.
3. Infrastructure Assistance:
   • Assist with infrastructure tasks as needed.
   • Ensure user security across all systems.
   • Complete service requests promptly.
4. Administration and Technical Expertise:
   • Manage Active Directory, end-user devices, Office 365, and business applications.
   • Demonstrate expertise in IT infrastructure, desktop systems, and business applications.
   • Span technical knowledge across various versions of MS Windows, basic TCP/IP networking, Citrix, and all MS Office versions, including Office 365.

• Proactivity and Adaptability:
  • Thrive in a fast-paced, ever-changing environment.
• Effective Communication:
  • Excellent interpersonal and communication skills, both verbal and written.
  • Customer-focused attitude with a positive approach.
  • Polished telephone manner, active listening, and empathy skills.
• Problem-Solving Abilities:
  • Strong diagnostic skills and a proactive approach to resolving issues.
  • Collaborative team player who supports colleagues.
• Technical Proficiency:
  • Familiarity with service management toolsets (e.g., ServiceNow) and best practices (ITIL).
  • Proven experience in IT infrastructure, desktop systems, and business applications.
• Quality and Consistency:
  • Ability to follow processes, policies, procedures, and guidelines to maintain consistent service quality.
• Track Record:
  • Demonstrated success working in a Service Desk role.

What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
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