We're looking for an IT support analyst to:
- Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries
- Receive, log and manage calls from internal staff via telephone and web portals
- 1st line support - troubleshooting of IT related issues for Windows 10/11, MS outlook, Knowledge of various mobile devices (Apple, Android, Windows)
- Escalate unresolved tickets to the infrastructure support team
- Log all calls in the tool SNOW (Service Now)
- Ability to multi-task and prioritize workload
- Ability to adapt to continuously changing procedures and environment
- Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
- Maintain a high degree of customer service for all support queries and adhere to all service management principles
- Provide stats for the weekly Service Desk report on call trends
- Publish support documentation to assist staff with requests for information & provide staff training if required
- Excellent communication skills, both written as well as verbal, with prior voice support experience
- 1-2 years previous IT Service Desk and/or Call Centre experience required
- Incident Management experience – Managing incidents including business expectations and communication
|
