Job Description

• Act as the routine contact point from all customers and users in relation to IT, receiving and handling requests for support
• Respond to a broad range of service requests for support by providing information to fulfil requests or enable resolution within agreed service targets
• Provide 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
• Assist with the development of quality standards, and applies these to track, monitor, report, resolve or escalate issues
• Contributes to creation of support documentation

Required Knowledge, Skills, and Abilities

• Experience of ITSM tool sets and working in a customer facing environment • Experience of call handling • Confident, enthusiastic and self-motivated • Able to balance competing demands effectively • Contributes positively to organisational change • Committed to working as part of a team • Customer focussed • Excellent Customer Service Skills • Passion for IT within a service desk role Education & Qualifications • Good levels of numeracy and literacy (evidenced by GCSEs Grade A-C or equivalent) This is a really exciting opportunity to join one of the largest companies in Gloucestershire.