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IT Service Desk
2 months ago
IT Support required for an engineering organisation in Dorking. You will be managing incoming service requests through phone, email, chat, or MS Teams form, and providing a first line support for resolving technical issues as well as managing escalations to second level teams. Managing ticket lifecycles and coordinating ticket escalations with the use of the company service management tools. Documenting and improving knowledgebase articles including those accessed on a user self-help portal.
Main Duties of the IT Support:
- Responding to incoming service requests through phone, email, or chat, and providing first line support for technical issues
- Troubleshooting and resolving a wide range of technical problems, such as software and hardware issues, network connectivity problems, and printing problems.
- Logging and tracking service requests using a service management tool.
- Escalating more complex technical issues to higher-level support teams as needed.
- Documenting problems and resolutions in a knowledge base for use by other support staff.
- Very good with Microsoft Office 365 product knowledge
- Very good with Microsoft Windows Client
- Time flexibility required to account for supporting full days for countries in different time zones
- Skills to educate and teach
Qualifications/Experience IT Support:
- Good with network printing
- Must have experience in IT support.
- Must have experience with Microsoft products.
- Experience with Microsoft products
- Basic understanding of Networking (LAN and WAN)
- Fluent in speaking and writing in any of these is desirable (German / French / Italian / Danish / Latvian)
- Support larger IT projects such as provider change or workplace change.
- A good understanding of computer hardware, software, networks, and operating systems.
- Knowledge of specific technologies and applications used by the organization will be required.
- Problem-solving skills.
- Communication skills
- Customer service skill
- Attention to detail.
- Language skills: Must have a good level of English.
Thank you for your application. Due to the volume of applications we receive, unfortunately we are not able to respond to every application personally, therefore, if you have not heard back from us within 5 working days please assume your application has been unsuccessful. To see our other available vacancies please visit our website.
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