To provide 1st line support to Voyage Care users across the organisation, responding in a timely manner and following up with users to ensure they remain informed on the progress of their tickets. The successful candidate will join the team and be available in the office 2-3 times a week. The 1st line team are the first point of contact for users across the organisation to help with technical support for hardware, software, and infrastructure-related issues. We are also looking at ways to constantly improve the way in which we manage our queues and the tickets to ensure that we deliver a quality service, which means undertaking the role of queue management on scheduled days.
Whilst supporting users is the key requirement, we at Voyage Care want to ensure that development is key and will join the team goal of learning more about the Azure platform and join meetings with other members of the business to understand more about the key factors of their jobs and daily tasks.
Our goal is to provide the best support experience possible, so excellent communication and customer service skills are crucial.
Key Responsibilities
Answer IT support phone calls, messages, and tickets, responding to requesters in a timely manner, providing technical support in line with SLA’s and KPI’s. Escalate and redirect incidents in a timely manner, in line with SLA’s and KPI’s. Provide excellent customer service to all support requesters, communicating clearly, tailoring technical explanations into information which the requester can understand and follow. Ensure that every incident you work on has troubleshooting steps recorded in the ITSM’s incident ticket. This is to include communication with users, detailing the troubleshooting steps you undertook, their outcomes, and the final resolution/closure information. In the event of a P1 or P2 incident, ensure your line manager is aware of them immediately. If your line manager is unavailable, another member of the management team must be informed immediately. Participate and encourage the sharing of good practices, processes, and successes with other business areas. Create knowledge articles and maintain the service desk knowledge library. Technical Skills
Required
Good understanding of PC components and their responsibilities. Knowledge and experience in diagnosing and resolving printer, software, and hardware-related technical issues. Good technical skills and knowledge to support end-user devices (currently MS Windows 10). Good understanding and working knowledge of supporting Microsoft Office 365 apps (Word, Excel, Outlook, etc.). Good understanding of Active Directory (accounts, groups, group policies, password resets, etc.). Basic understanding of IT networking and associated services (IP, DNS, DHCP, and firewalls, etc.). Good understanding and working knowledge of supporting user account issues in Microsoft Azure Active Directory, Microsoft Intune, Exchange Online, OneDrive, Teams, etc. Maintain best practice client workstation security (Windows 10). Desired
Experience of supporting Active Directory (accounts, groups, group policies, etc.). Knowledge and experience in diagnosing and resolving printer, software, and hardware-related technical issues. Experience working within a service desk.
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Answer IT support phone calls, messages, and tickets, responding to requesters in a timely manner, providing technical support in line with SLA’s and KPI’s. Escalate and redirect incidents in a timely manner, in line with SLA’s and KPI’s. Provide excellent customer service to all support requesters, communicating clearly, tailoring technical explanations into information which the requester can understand and follow. Ensure that every incident you work on has troubleshooting steps recorded in the ITSM’s incident ticket. This is to include communication with users, detailing the troubleshooting steps you undertook, their outcomes, and the final resolution/closure information. In the event of a P1 or P2 incident, ensure your line manager is aware of them immediately. If your line manager is unavailable, another member of the management team must be informed immediately. Participate and encourage the sharing of good practices, processes, and successes with other business areas. Create knowledge articles and maintain the service desk knowledge library. Technical Skills
Required
Good understanding of PC components and their responsibilities. Knowledge and experience in diagnosing and resolving printer, software, and hardware-related technical issues. Good technical skills and knowledge to support end-user devices (currently MS Windows 10). Good understanding and working knowledge of supporting Microsoft Office 365 apps (Word, Excel, Outlook, etc.). Good understanding of Active Directory (accounts, groups, group policies, password resets, etc.). Basic understanding of IT networking and associated services (IP, DNS, DHCP, and firewalls, etc.). Good understanding and working knowledge of supporting user account issues in Microsoft Azure Active Directory, Microsoft Intune, Exchange Online, OneDrive, Teams, etc. Maintain best practice client workstation security (Windows 10). Desired
Experience of supporting Active Directory (accounts, groups, group policies, etc.). Knowledge and experience in diagnosing and resolving printer, software, and hardware-related technical issues. Experience working within a service desk.
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