The Role
Reporting to the Team Leader Support you will be a key member of the support team, this role will be extremely varied and demanding where you will need to hit the ground running and be able to multi-task in a fast-paced environment. You will be assisting technical and non-technical users in resolving issues reported via email, telephone, face to face or via Service Desk tickets.
You will be highly motivated, proactive and have a “can-do” attitude towards delivering excellent service to the user community. You will need excellent spoken and written communication skills as you will be liaising with all areas of the business and at all levels.
Key Behaviours
- Excellent Customer Service Skills – A high level of customer service skills working within a high pressure IT environment, delighting our users with a friendly, quick and helpful response
- Excellent Communication – ensure issues addressed and business users updated with progress on their issues at every step of the way
- Team player – be able to work within your team, the wider IT team and the business units. Communicate well on your tasks/progress and understand the wider contest in which you work.
- Flexible – They operate a Rota for Out-of-Hours support, supporting critical issues affecting our retail sites so you will need to be open to flexible working hours
Tasks/Responsibilities
Operational
- Day-to-day management of new and existing tickets assigned to you ensuring SLA’s are met and KPI requirements are fulfilled.
- Logging, management and ownership of Incidents and Service Requests via the IT ticketing system providing first time fixes where appropriate
- Interaction with customers at all levels within the business via phone, email, face to face and ticketing system
- Providing customers with regular communication on the progress of their issue/ request from ticket being logged through to resolution
- Liaising with internal IT teams for escalation of issues
- Liaising with third party suppliers for resolution of issues
- Providing Out of Hours Support when assigned on a rota basis
- Project work as and when required
People
- Communicate in a civil and effective manner.
- Act in a responsible and professional manner at all times.
- Respect other team members and assist when required.
- Inform the management team of any training requirements needed to fulfil your role.
- Be an active team player committed to achieving success.
Operational Excellence
- Continually demonstrate professionalism across all areas of the role, as well as interaction with the business and third parties.
- Ensure that appropriate responses are made in a timely fashion to requests/ instructions from management
Skills Required
- Windows 10
- Office365
- Microsoft Exchange
- Service Desk tools (ManageEngine is currently used)
- Active Directory – Access management
- Microsoft O365 Admin Centre – administration / access
- Printer configuration and troubleshooting
- Email troubleshooting
- Network troubleshooting/ Meraki (desirable)
- Telephony systems Mitel/ Avaya or similar (desirable)
Experience/Knowledge
- You will have at least 2 years IT Service Desk experience with a good level of IT knowledge
- You should be a fast learner and be able to pick up knowledge quickly that can be applied to bespoke applications.
- You should have the ability to work proactively under own initiative or effectively as part of a team with a passion for providing high quality customer service.
- ITIL Foundation v3/ v4 (desirable)
