Job title: Service Desk Manager
Department: ICT
Location: Brandesburton
Reports To: IT Manager
The Role
We are looking for a highly motivated Support Technician seeking to make an immediate impact to our organisation. The successful candidate will be responsible for providing 1st line IT support to our large customer base, ensuring the highest levels of customer service are maintained.
Working to ITIL principles, the successful candidate with ensure that all IT policies and procedures are maintained whilst proactively reviewing and evaluating emerging trends from a client perspective, to maintain the current and future business needs.
Key Responsibilities
- Talking to customers over the phone or via chat / email to capture, record and resolve technical problems experienced
- Maintain an accurate record of all issues encountered, the corrective steps undertaken and any resolution(s) found
- Perform diagnostic tests and troubleshooting to identify customer issues
- Take ownership of customer issues and ensure they are carried through to completion
- Maintain the customer services levels as offered in the enterprise Service Level Agreement (SLA)
- Maintain user effectiveness by ensuring customers are appropriately educated in the tools used
- Understand the functional requirements of customers to ensure the most appropriate solution is identified, evaluated, tested and implemented
- Procure, Install, Configure, Distribute and Maintain customer hardware, operating systems and applications
- To maintain the asset database ensuring costs are controlled, items are fully accounted for and available to honour departmental deliverables.
- Attend educational programs, workshops and seminars to stay up to date with developments in the IT industry.
- To manage and contribute to strategic projects as identified by the Service Desk Manager.
Essential Skills
- Customer focussed with excellent interpersonal and communication skills
- Hands on, flexible and pro-active approach with willingness to learn
- Flair for problem solving and methodical approach to issue diagnosis
- Team player who enjoys sharing knowledge with colleagues
- Well organised with excellent time management skills and ability to work without supervision
- Good working knowledge of MS Windows (client devices)
- Understanding of Windows Server, MS Exchange and AD (Users and Computers)
- Experience of mobile device and application management across Microsoft, Apple and Android platforms
Desirable Skills
- ITIL Foundation Certified
- Airwatch Mobile Device Management
Experience
- 1-3 years previous customer facing support role, ideally technology related
