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Are you a team player looking to join a small, busy and fun ICT team and help do remarkable things every day?
We're seeking someone who has a real desire to help people and has a positive and optimistic approach to problem solving.
This position is customer facing - providing first and second level support on the service desk as well as implementing new applications and providing assistance and training. You don't need to have previous service desk experience, but you must be good with picking up systems quickly and be great with people.
You must be:
- Thorough - enjoy solving problems and finding solutions
- Organised - manage and prioritise your workload and adhere to timescales set
- Patient, level-headed and show empathy - can communicate clearly and simply with users face to face, on the phone and in writing
- Positive - have a 'can do' attitude and go above and beyond at any opportunity
- Motivated and driven - thinks outside the box and always looking at ways to improve
- Cool, calm and confident - working under pressure
- Creative - putting together user guides and tutorials for users to follow
The ability to communicate with users effectively to understand the problem and explain its solution is essential to this role.
This role requires a team player - working closely with other members of the team on a daily basis, or projects such as implementing new applications, creating user guides and delivering training and support as part of the role out.
As a team, we face challenges together and we win together.
Main responsibilities
- Serve as the first point of contact for users seeking technical assistance
- Support the Service Delivery Manager by pro-actively monitoring the ICT ticketing system, ensuring that tickets are resolved and closed on a timely basis adhering to the SLAs in place
- Determine the best solution based on the issue and details provided by the user
- Walk the user through the problem-solving process
- Document procedures, knowledge articles and known issues
- Direct unresolved issues to the next level of support
- Follow-up and update customer status and information
- Pass on any feedback or suggestions by users to your manager
- Identify and suggest possible improvements on procedures
- Installation/maintenance of hardware – office/desk moves, meetings setup, additional/replacement equipment, printer/copier toner replacement
- Perform remote troubleshooting and training sessions for our staff in other jurisdictions
- Create user guides and update the ICT intranet site
- Provide training and guidance to new users on the system's applications
- Provide training and guidance to all users on new applications rolled out
- Assist with projects within the team – adhering to deadlines
- Logging and recording loan equipment
- Placing orders for new equipment
- Following our procedures for joiners and leavers
Qualifications
- Good GCSE level qualifications
- Be studying towards a relevant ICT qualification
Knowledge/skills/experience
- Great customer service skills
- Prior experience in a professional services firm
- Excellent communicator and team player
- Good understanding of computer systems, mobile devices and other tech products (Microsoft Office, Windows 10, Active Directory) and (SharePoint, Mimecast, iOS and Android although not essential)
- Ability to install/un-install IT equipment and swap out components
- Prior experience working on IT service desks is beneficial but not essential
- Knowledge of ITIL principles would be a benefit
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