Job Description

Your new role

• Answer Helpdesk support calls, providing 1st line support during normal business hours and participating in an out of hours support service (on a rota)
• Liaise with internal users to resolve problems and queries
• Liaise with customers and 3rd parties, as and when required, to resolve problems and queries
• Manage support requests coming into the department, engaging with internal support teams (as appropriate), ensuring that the service delivered is within agreed service levels
• Analyse support requests and participate in creating/improving Helpdesk 1st response processes and procedures
• Create and maintain relevant team documentation, work instructions, FAQ's and support guides
• Work closely with internal users to identify support or change requirements, where appropriate recommend possible solutions, for systems within your remit
• Ensure Helpdesk performance is measured and reported in a timely fashion via agreed departmental processes
• Attend training courses as required and ensure that professional qualifications (where relevant) are kept up to date

What you'll need to succeed

• Demonstrate expertise in the provision of 1st line IT support services
• A basic understanding of the technology components (application and infrastructure) utilised in an eCommerce environment.
• Customer Service skills and the use of a call logging system
• Working knowledge of Windows 7, Office 2010, Server 2003, 2008 and 2012, Active Directory, Exchange
• PC hardware and software maintenance and upgrades
• Qualification in a related field
• Excellent Customer Care skills
• Ability to prioritise workload to meet company and departmental deadlines
• Basic understanding of network technologies (LAN, WAN, SAN) and related services (firewall, anti-virus) - Desirable but not essential.

Required Knowledge, Skills, and Abilities