Service Management - IT Support Assistant - IT1
Main Purpose of Role:
·Provide 1st line support to customers.
·Ensure exceptional levels of customer service
·Fix and resolve issues and queries where possible
·Raise monitoring alarms from customer systems via our monitoring software
·Engage with 2nd and 3rd line teams to seek advice or escalate complex issues.
·Ensure timely resolution of requests in line with agreed SLAs
Key Success Criteria
·Well-organised, hard-working, self-motivated team member.
·Friendly, personable and emphatic
·Excellent written and verbal communication skills
·Comfortable receiving and positively acting upon constructive advice and feedback
·Logical and analytical thinking
·Results driven, taking pride in achieving objectives
·Able to work effectively ensuring customer satisfaction within agreed timelines.
·Comfortable engaging with clients, either remotely or face-face.
·Flexible with changes in shift patterns supporting a 7 day operation
·Experience of Enterprise grade monitoring installation and configuration would be advantageous
·At least 1 year of experience in a service delivery role is essential
·Experience working with ITIL or an understanding of the framework
·Experience of service desk functions including SLA management
·Proven ability to manage large volume activities, across multiple work streams
·Strong knowledge of Microsoft based operating systems
·Windows Server 2012/2016
- Pay Type Salary
- Central Support Office - Newcastle, Central Support, Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom