Job Description

• Reporting to the Service Desk Manager you will be core to the delivery of 24x7 services to Managed Services clients.
• Ensuring Incidents, Problems, Changes and Service Requests are logged and progressed through their respective process to appropriate 2nd and 3rd line support consultants.
• Support the provision of internal & external reporting requirements including SLA, Aging & Customer Satisfaction.
• Supporting Service Transition of new clients or projects into Managed Services
• Use our Service Desk tool ‘Jira' to manage and report on day-to-day activities.
• Supporting Delivery Managers providing service to our clients to ensure optimum satisfaction.

Work pattern: This is a permanent contract opportunity. The role can be worked on a full-time basis.

Required Knowledge, Skills, and Abilities

• Experience working within a shift based 24/7 Service Desk environment
• Ability to professionally engage with customers and colleagues
• Excellent written and verbal communication and presentation skills
• Customer focused approach with a good telephone manner
• Strong Experience with Tools preferably JIRA and JIRA Service Desk or equivalent
• Excellent MS Office Skills
• A focus on quality with good attention to detail
• The ability to create & maintain strong working relationships with other members of the support team and the wider technology organization so that the overall function operates professionally and maintains a delivery focus.
• Able to work independently and/or within a team as the work requires.
• Capable of reasoning and thinking through problems and be able to independently and jointly develop appropriate outcomes.
• Self-motivated and willing to "do what it takes" to get the job done
• Strong problem solving and analytical skills with the ability to clearly communicate and share solutions with fellow team members
• Experience dealing with 3rd parties and methodologies such as SIAM.
• Understanding of GDPR Compliance
• The capability to comply with corporate policies, processes and standards.