What you will be doing:
In this busy role you will provide essential first-line support and coordination across a multi-site organisation, duties to include :
First point of contact for incoming IT service requests and incident queries.
Logging, categorising and triaging tickets accurately using the IT Support Management system.
Assessing technical issues and routing tickets to the appropriate regional IT Hub or Central IT team.
Identifying and escalating high-priority incidents.
Monitoring tickets, ensuring agreed service levels are maintained.
Keeping end users informed with clear and timely updates.
Tracking hardware, software licences, contracts, peripherals and other IT equipment across multiple sites.
Monitoring stock levels and arranging replenishment where required.
Coordinating the despatch and return of IT equipment between regional Hub locations and sites. What you will need to succeed:
Previous experience in an IT helpdesk, service desk, IT administration or similar support environment.
Experience of logging and managing tickets through an IT service management system.
Good problem-solving and triage skills, with the ability to assess the urgency and nature of an issue.
Excellent communication skills and the confidence to deal with users at all levels.
ITIL Foundation, FITSM Practitioner certificate or equivalent.
Strong attention to detail, good organisational skills and the ability to manage competing priorities. What you will receive in return:
To £33,700 DOE
Full time Monday to Friday **100% office based**
Generous holiday allowance and EAP What you need to do next:
If this position sounds of interest and you would like to be considered, please contact Sarah at Thrive Group : (email address removed). (url removed)
Thrive Group are acting as an employment agency in relationship to this vacancy. If you have not heard from a consultant within 7 days, please assume you have been unsuccessful on this occasion.
PRMSTH
Salary description
£31537.00 - £33699.00 per year