Job Description

Key Responsibilities:

• Acts as the routine contact point from all customers and users in relation to IT, receiving and handling requests for support.
• Responds to a broad range of service requests for support by providing information to fulfil requests or enable resolution within agreed service targets.
• Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate through clear escalation processes to 2nd or 3rd line teams.
• Maintains records, informs users about the process and advises relevant persons of actions taken.
• Assists with the development of quality standards, and applies these to track, monitor, report, resolve or escalate issues.
• Contributes to creation of support documentation

Applicant Requirements:

Experience of ITSM tool sets

Rational & calm under pressure

Experience of working in a customer facing environment

Experience of call handling

Required Knowledge, Skills, and Abilities