Job Description

Key Responsibilities:

• To answer all calls made to the Service Desk (split across team)
• To confirm customer details as per the information in ServiceNow and
• triage/resolve some Incidents and Service Requests according to pre-defined
• To escalate Incidents and Service Requests to 2nd Line support team.
• To help provide an efficient, cost effective and customer focused support
• To contribute to service improvements and initiatives

Required Knowledge, Skills, and Abilities

You will be friendly with excellent customer service skills and have the desire to continually improve and see results. You will be a problem solver who enjoys seeing results and be confident working under pressure and to deadlines. No job specific experience necessary however the following would be an advantage: Experience working on a Service Desk Experience working within an IT Department Experience working with an industry standard service management tool (ServiceNow preferable) Experience of using a formal service management framework (ITIL) Experience in Customer Service