The IT Service Desk will provide first and second line technical support. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of Incidents, Service Requests, which may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role.
Main tasks
- Act as a single point of contact for phone calls, tickets and emails from staff regarding IT issues and queries
- Resolve incidents based on 2nd/3rd line of support (including vendors) coordination
- Handling of end user service requests from reception until closure
- Escalate unresolved calls to the relevant Resolver Group
- Take ownership of user Incidents and follow up the status of Incidents on behalf of the user and communicate progress in a timely manner
- To maintain a high degree of customer service for all support queries and adhere to all service management principles
- Provide stats for the weekly Service Desk report on call trends and quality
- Publishing support documentation to assist staff with requests for information
- To arrange for external technical support where Incidents cannot be resolved in house
- Maintaining an Asset Database and track changes
- Support the Problem Management process by providing input for problem tickets, based on occurred incidents.
- Supports the Configuration Management process by updating CMDB based on incidents.
- Report on relevant KPI’s in relationship to the agreed levels.
Required competencies:
- Excellent communication skills
- Incident Management experience - Managing incidents including business expectations and communication
- Strong knowledge of Microsoft based operating systems and applications
- You will be a self-motivated achiever who gains satisfaction from providing excellent customer service
- Analytical thinking and task performing
- Excellent organisational skills
- Experience with ITIL service management or other standard IT practices are considered a plus
- Computer knowledge: good knowledge of Windows operating systems, Microsoft Office suites.
- English advanced
We offer you to be part of a brand-new office from the beginning and constant development. Connect44 employs a diverse range of talent to create an environment that fuels innovation and continuous improvement and
success. If you have passion for your work, for your team, for the company and the services we deliver, join our company. We live a family atmosphere, support each other and always have space for a good laugh.
