Key Responsibilities

• Act as a single point of contact for phone calls, chats and emails from staff regarding IT Issues and queries
• Answering and responding to all phone calls in a friendly effective manner (working towards SLA)
• Accurately record and prioritize Incidents and Service Requests against SLAs and resolution targets
• Incident management and service request fulfillment
• Own and progress call queues (own queue & teams’ queue) and support tasks, ensuring timely resolution within SLA
• Resolve escalated calls from the business
• Resolve 90% of first-time fix incidents
• Monitoring of IT Service Desk unassigned Service Now queues and IT Service Desk mailboxes.
• Provide 1st/2nd line support with Windows 10, MS Office Apps, Network, VPN, System Slowness, Zscaler, Active Directory, Office365, Intune.
• Resolving users’ issues or escalating to support teams where necessary
• Extensive experience with ServiceNow and should have good knowledge of Incidents, Requests, Dashboards and Reporting with basic understanding of Problem & Change.
• Proactive to get involved with a range of IT project work and look for ways to drive continuous service improvement.
• To participate on a shift rota between 07:00am and 06:00pm UK time - Monday to Friday
• Promote teamwork and knowledge sharing
• Create, maintain and review knowledge articles shared with all IT support teams.
• Previous IT experience working on an ITIL aligned Service Desk
• Proven customer service experience with excellent written and verbal communication skills
• Strong problem-solving and analytical skills with the ability to extract relevant information quickly and effectively
• Experience of working in a fast-paced office environment with the ability to work under pressure and manage multiple tasks at a time

Required Qualifications

• Bachelor’s degree in IT, Computer Science, Engineering or related field; or equivalent work experience.
• 2-4 years of experience in a Global IT Service Desk.
• Effective communication skills, both verbal and written with the ability to communicate with all levels within the organization.
• A technical background with a wide breadth of experience in IT infrastructure including desktop hardware, enterprise applications, storage, networks, and servers.
• Excellent communication skills & practices delivery of ITIL process training sessions.

Preferred Qualifications

• Knowledge and working experience of Best Practice concept ITIL/ITSM, certification will be add-on.
• Good to have knowledge or experience in: Service now, Power BI