Key Skills
Service Management Change Management Incident Management IT Support Engineer
Education
Job Description
Work as part of the 24x7 Shift system on the IT Service Desk
Answer calls & e-mails from our customers
Act as a point of escalation for queries from colleagues and as part of the Major Incident process
Assist the Service Management Specialists in the production of regular & Adhoc reports
Act as a champion for corporate processes such as Incident, Problem & Change management, taking feedback to develop and maintain the processes and supporting procedures, ensuring an efficient and effective consistent service is delivered in line with customer SLAs
Support the Service Desk Manager with people management activities such as managing staffing levels (Leave & Training)
Assist in delivering briefings to Service Desk staff on issues or changes that may affect volumes and work patterns at the Service Desk
Personal skills and Experience:
A flexible approach to work at all times and the commitment to ensure tasks are completed to deadline
Exceptional customer service & communication skills
Experience working with both internal teams and external suppliers
Effective prioritization and execution of tasks in a high pressure environment
Ideally experience on a Service Desk supporting the following technologies:
Service Now (Incident, Problem, Service Request & Change)
End user computing
Active Directory
O365 and OKTA skills
Infrastructure Monitoring tools
Remote support tools