IT Support and Service Desk Operator

1 month ago

Manchester, United Kingdom NCC Group Full time

a global community of talented individuals working together towards a safer future.
We work together, we are brilliantly creative, we embrace difference, and we want you to join in our mission, to make the world safer and more secure.
Take a look at our website here to learn more about why we’re one of the leading global Cyber Security and Risk Mitigation business…
Working as part of the internal IT department, in the Service Desk Team, you will provide 1st and 2nd line IT support in accordance with best practice to ensure accurate recording of all reported incidents, changes and service requests that affect IT infrastructure and networks, resulting in timely and cost-effective resolutions within specified service level agreements. You will also provide an appropriate , but high level of customer service in carrying out employee administration tasks globally.
To provide first/second line technical support for all incidents, service requests, tasks and change requests.
Asset management & Ticket management.
Provide and maintain a high degree of customer service for all support queries.
Support NCC Group both remotely and on-site where necessary on a range of NCC Group services, systems, and equipment within agreed SLA timescales.
Any activities which are associated with the NCC Group support function, including, but not limited to; managing standard and escalated incidents, service requests, change requests, tasks and project requests and ensuring they are handled in an effective manner and progressed to resolution.
To ensure all Client support requests in the call logging are regularly updated on progress and dealt with in accordance with NCC Group processes.
To log and maintain details of all NCC Group hardware coming into and leaving the base office in the Asset Tracker sheet in accordance with the NCC Group Equipment Order and Dispatch process.
You might be required to attend other sites for installs , testing and training where necessary.
To carry out in-house testing on all hardware, products, and services where necessary.
To ensure successful handover of completed work and products to customers or the IT team with the appropriate documentation , training, and communication of any known faults.

A service desk analyst interacts with customers. Asset and configuration management. You can track, log and correct information to protect assets and components. (Continual service improvement. You can support specific activities to improve development processes. Customer service management. You can resolve user requests to a minimum of the agreed service level agreement. Service focus. You know about different products and services. (Service reporting. You can add a commentary that provides an interpretation for the data set. (You have an awareness or understanding of user experience analysis and its principles. If you don’t hear back from us within 10 days, please don’t be too disappointed – we may keep your CV on our database for any future vacancies and we would encourage you to keep an eye on our career opportunities as there may be other suitable roles.
All personal data is held in accordance with the NCC Group Privacy Policy. We are committed to diversity and flexibility in the workplace. If you require any reasonable adjustments to support you during the application process, please tell us at any stage.
The NCC Group family has over 2,200 members located all around the world, providing a trusted advisory service to 15,000 customers. We are passionate about helping our customers to protect their brand, value and reputation against the ever-evolving threat landscape. Our values and code of ethics are at the heart of how we operate – we work together, we are brilliantly creative and we embrace difference. We want to create an environment where all colleagues feel psychologically, emotionally and physically safe to be authentic, sharing their personal experiences to represent the diversity of the world they live in, and have equal opportunity to achieve their best.
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