With guidance and support from the Service Desk Manager and Directors within the Business, the successful candidate will be expected to carry out a mixture of business as usual and project work for the support desk.
Duties and responsibilities
You'll be expected to carry out a mixture of business as usual and project work for the support desk.
Providing detailed advice and guidance to all customers in the effective use of systems, products and services covered by the team demonstrates knowledge of non-standard situations.
Identify and investigate complex problems to diagnose underlying causes and help customers to recover and continue operation
For all requests that cannot be resolved immediately, provides an effective interface between customers and service providers supplying all necessary diagnostic information, according to established procedures
Uses judgment to set priority for resolution, monitor progress and apply escalation procedures for problems not progressing satisfactorily
Ensure to follow the processes for ticket management: opening, updating, passing, resolving and closing tickets, and identifying and addressing through training any knowledge/skills gaps
Management of all customer Incidents and Requests ensuring all calls are resolved within agreed timescales and escalating where necessary.
Fluent in French-speaking
· GCSE’s Grade A* - C:
· Maths, English and ICT skills and experience with Word and Excel
· ITIL Foundation (desirable, not essential)
· CompTIA Network+ (or equivalent qualification/experience)
· Cisco CCNA (desirable, not essential)
Skills & Experience
Have experience within a support function
Have the ability to communicate with staff at all levels
Hardware and software deployment experience
Good attention to detail
Mature in outlook
Organised and able to prioritise tasks
Confident and excellent communication skills with a professional telephone manner
Ability to demonstrate a practical approach when faced with problems or challenges
Must be committed and willing to learn
Enthusiastic and Self-Motivated
Excellent timekeeping, reliable and trustworthy
Understanding of basic network protocols (IP, ARP, DHCP, PPP) & troubleshooting
Experience in configuration and deployment of networking equipment (Routers, Switches, Access Points, VoIP Phones)
Ability to efficiently communicate with both technical and non-technical customers
Job Type: Fulltime
To apply and for more information go to the Indeed listing