What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- Provide application support for end-user applications
- Provide systems support for operating systems
- Log and categorise incoming support requests
- Provide first-level support and troubleshooting
- Handle user requests for IT services
- Identify recurring incidents and escalate them
- Update and maintain the knowledge base
- Provide excellent customer service
- Track IT assets and ensure compliance
- Generate reports on incident volume and resolution times
- Onboard new users and provide IT orientation
- Support remote workers and mobile devices
- Adhere to IT security policies and procedures
Nice to have
- Ability to work well under pressure
- Excellent interpersonal skills
- Ability to determine correct workload priorities
- Ability to coach team members
- 2 years plus experience of working in a Service Desk support function
- Proven track record of the supervision of staff and/or contractors
- Supports and motivates others
- Seeks opportunities to provide people with new challenges
- Develops and maintains productive relationships
Day to day
- Part of the existing IT Service Desk who are the first point of contact for all IT support related requests
- We are looking for someone who has a passion for delivering a first class IT service
- The successful candidate will report into the IT Service Desk & Systems Team Leader and have responsibility for several key areas