ACTIVITIES:

• Perform initial triage of incoming service calls/mails/alerts and make appropriate routing decisions
• Be customer focused and ensure timely responses/updates to our end users
• Act as the first point of contact for incidents reported by phone, e-mail or by remote monitoring tools.
• Contribute ideas for continual improvement of service desk function and service delivery in general
• Help develop efficient service desk tools, policies and procedures
• Proactively drive tickets and workflow and assertively chase any tickets languishing in queues
• Monitor SLAs, escalate (and where possible help expedite) any threatened SLA breaches
• Be able to work to defined KPI’s and metrics
• Complete service desk tasks and administration as defined by the business
• Ensure all entries to the service management solution are accurate, concise and timely
• Be continually focussed and maintain an ongoing understanding of the interdependencies that Problem, Change and Configuration Management processes have on good Incident Management.
• Pursue personal development of skills and knowledge necessary for the effective performance in the assigned role.
• Push the high-performance boundary by demonstration of unrelenting effort to close incidents, for known errors, without the need for functional escalation.
• Establish and maintain effective working relationships with customer contacts, colleagues and management taking task guidance from the Team Leader.
• Maintain an ongoing awareness of the customer base and the contractual service support and delivery entitlements.
• Ensure the level of service support reflects entitlement for all opened incidents. In the event of service support requested beyond entitlement, ensure timely engagement of the Team Leader for resolution.
• Maintain an ongoing awareness of all standard operating procedure (SOP) content keeping abreast of new releases or updates

COMPETENCIES

• A strong interest in an IT Career
• Ability to work on your own initiative and learn new skills
• Positive and enthusiastic team player
• Excellent communication/ customer service skills and experience
• Logical approach to problem solving
• Attention to detail
• Highly reliable and effective time manager

Person:

Key Skills Required

Essential:

• Appropriate IT background and experience
• Appropriate customer facing/user support experience – Tier 1
• Extensive knowledge of Microsoft 365
• Proficient with operating systems, including but not limited to: Windows 11
• Windows Server 2012 – 2019
• Basic working knowledge of server infrastructure and networking
• Technical troubleshooting in cloud and On-Prem environments
• Experience working with ticketing systems such as ServiceNow
• Knowledge and understanding of working to defined SLAs
• Understanding of IT workflows/ITIL practices

Desirable

• Experience of documenting processes and operational procedures
• General understanding of IT Infrastructure, Data, Voice (Teams), Security and Systems
• Full driving license
• ITIL experience/Certification

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