We are looking for a highly motivated individual for an entry-level position within a well-established IT organization. Working within the Service Desk, you will play a key role in delivering high-quality customer support and user satisfaction. In this role, you will require strong communication skills, along with creative problem-solving and basic knowledge of IT systems.
Key Responsibilities:
Resolving 1st line incidents and requests Taking ownership of end-user faults and bringing them to a successful resolution Providing regular feedback to clients regarding the status of their tickets Providing exceptional communication between the service desk, end users, and resolver groups Meeting and exceeding customer-specific service level agreements (SLAs) Proactive management of tickets raised with 3rd party resolver groups Utilizing various remote access tools when necessary Liaising and assisting Field Engineers on client sites Following internal processes for assigning tickets to the correct department or individuals Experience:
Technical awareness and literacy of Microsoft Office products Demonstrable experience of Windows 7/10 environment Microsoft Exchange / Active Directory administration Microsoft Server Essentials (desirable)
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Resolving 1st line incidents and requests Taking ownership of end-user faults and bringing them to a successful resolution Providing regular feedback to clients regarding the status of their tickets Providing exceptional communication between the service desk, end users, and resolver groups Meeting and exceeding customer-specific service level agreements (SLAs) Proactive management of tickets raised with 3rd party resolver groups Utilizing various remote access tools when necessary Liaising and assisting Field Engineers on client sites Following internal processes for assigning tickets to the correct department or individuals Experience:
Technical awareness and literacy of Microsoft Office products Demonstrable experience of Windows 7/10 environment Microsoft Exchange / Active Directory administration Microsoft Server Essentials (desirable)
#J-18808-Ljbffr
