IT Graduate - Service Desk Experience

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IT Graduate - Service Desk Experience

This role requires 24*7*365 IT Service Desk initial contact support to internal and external customers, providing support on all IT-supported software and hardware and mobile communications. Responsible for the management, order and distribution of software, hardware and mobile devices and also for ensuring a high level of customer service for service requests. Requests will be received via phone, email or in person.

***Please note; The successor will be required to go through SC Clearance***

* To provide 1st and 2nd line technical support; providing customer support via phone, email

and drop-in visits into the Service Desk maintaining a high degree of customer service

at all times.

* To log, update and manage all calls via the IT call logging system relating to support of all software and hardware in the Operational environment.

* Responsible for Software License Management including the ordering and distribution of

software.

* To manage and safeguard the confidentiality, integrity and availability of company and

customer information.

* Ensure compliance with organisation policies, procedures and work instructions.

* To take ownership of problems and be proactive when dealing with all issues.

* To allocate technical calls to the relevant resolver group, initiate escalation procedures and manage incidents.

* Proactively investigating ways to reduce common issues and publishing self-help guides to assist

the customer base. In turn this gives time back to the business.

* Responsible for update and maintenance of accurate internal work instructions and

processes.

Key Capabilities & Knowledge

* Excellent customer service skills both face-to-face and over the telephone

* Effective interpersonal and relationship-building skills

* Strong written and oral communication skills

* Flexible - ability to work a 24*7*365 shift with potential requirements for shift change at short notice

* Customer Centric

* Relentless focus on improving processes

* Keen interest in IT

* Ability to prioritise

Desirable Qualifications

Support knowledge of Windows XP/Win 7/iOS Operating Systems (Windows 10 desirable)

Support knowledge of Microsoft Office 2003/2010 packages (Office 365 desirable)