Job Description

• 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

Required Knowledge, Skills, and Abilities

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.