Responsibilities:
Logging support calls via telephone and email
Resolving 1st line incidents and requests
Effective ticket management and tracking using the Service Cloud ticket logging system
Ensuring all tickets are categorised to correct standards
Following internal processes for assigning tickets to the correct department or individuals
Ensuring all tickets are resolved to a high level of customer satisfaction
Providing regular feedback to customers regarding the status of their tickets
Providing exceptional communication between the service desk, end users and resolver groups
Proactive Management of tickets raised with 3rd party resolver groups
Meeting and exceeding customer specific service level agreements (SLAs)
Providing prompt escalation to 3rd Line Support/ Problem Management team as required
Utilising various remote takeover tools when necessary
Following internal processes for assigning tickets to the correct department or individuals
Following Security admin and information security processes, following escalations and notifications where appropriate
Working with Vonage cloud-based phone system
Providing training to customers and employees on software/websites (Face to face and on the phone)
Troubleshooting issues with Apple and Android products, Laptops, Desktops, Tablets)
Troubleshooting issues on PC’s, EPOS terminals and Printers within the building
Essential Skills:
Experience of working on an IT Service Desk
Office 365
Microsoft Windows 11, 12
Microsoft Exchange / Active Directory administration
MAC OS
WAN/LAN9 Router /Switches
Back-up software (Hycu)
Knowledge of broadband and Wi-Fi technologies
Mobile devices (Android & Apple)
Knowledge of networking concepts
Cyber security
Desirable Skills:
MCTS Windows 7 & 10 (Desirable)
Nutanix Data Centre Experience
MCTS Windows Server 2008 (Desirable)
ITIL/Prince 2 Foundation (Desirable)
Person Specification:
5 Year checkable work history, with no unaccountable gaps.
Valid UK Driving licnese
Valid Passport
Must already possess the Right to Work in the UK
Excellent business English verbal and written communications skills in all forms
Ability to work under tight time frames
Works well on their own and as part of a team
Self-motivated, independent and resourceful
Problem solver
Please send your CV in the first instance and if relevant you will be contacted with full role and company information
Salary description
£25000.00 - £30000.00 per year