Job Purpose:

• Provide 1st line Servicedesk support to the business.
• Deal with users, providing IT support and training.
• To provide first level customer contact, incident resolution and service request fulfilment in line with IT Service Management (ITSM) best practices within the IT Service Desk, ensuring quality and performance standards are met and contributing to an efficient and effective IT Service.

Principal Accountabilities:

• To provide a high level of technical first level IT support in line with IT Service Management (ITSM) best practices for all services delivered by the IT Team ensuring customer focus is at the heart of service delivery.
• To ensure that Incident and Service Request information is presented within the ITSM software application consistently to maintain effective internal technical and external customer communication and to avoid duplication of effort.
• To ensure that individual and team performance and quality targets are maintained.
• To maintain the IT Knowledgebase with internally facing technical and externally facing non-technical IT Support articles.
• To work collaboratively across the IT environment and with customers to ensure delivery of the IT programme of work identified in the Change Management process and IT Roadmap.
• To deliver the ITSM functions within the IT Service Desk ensuring that services and support are available during service operational hours.
• To assist the Service Desk Lead to deliver the customer perception programme ensuring that feedback is delivered in accordance with procedures and improvements.
• To work collaboratively with the IT Service Desk Manager, IT Service Desk Engineers, MI/BI Analyst and IpsumLive Technical PM through the Service Transition process prior to live service delivery.
• To take ownership of workload assigned through ITIL core processes (Incident, Problem, Change etc.) or the IT programme of work and ensuring that personal, team and customer SLA targets are achieved.
• To maintain the full suite of IT service standards, policies, procedures and knowledge articles with particular emphasis on Health & Safety, customer care, security and data protection.
• To support all the IT staff to deliver highly available services to the IT customers providing cover and support when necessary.
• To adhere to all relevant Company and IT policies and procedures.
• To undertake any other relevant duties appropriate to the grade, and commensurate with the post holder's skills and experience, as directed by the Servicedesk Manager and/or Group Head of IT.

Required Qualifications & Professional Membership(s):

• Bachelor's degree or equivalent in an IT/related subject would be beneficial
• ITIL Foundation or a willingness to complete this is required

Knowledge & Experience:

• Demonstrable first level support knowledge in the following key areas:
  • Microsoft Server based Operating Systems and Azure Active Directory
  • Microsoft Messaging Services (Exchange)
  • Microsoft cloud technology stack
  • Networks (WAN/LAN/Wireless)
  • Mobile Device Management
  • Security and Anti-Virus

Skills & Personal Qualities:

• Organisational / problem solving skills
• Excellent communication skills, both verbal and written
• Ability to work independently, under pressure and to deadlines
• Excellent customer service skills