Junior Service Desk Specialist
4 days ago
Cheltenham | Permanent | Hybrid | Competitive salary
Your new company
We have a fantastic opportunity for a Junior Service Desk Specialist to join our client based in Cheltenham. As the Junior Service Desk Specialist, you will be primarily responsible for providing first class level of customer service to all users and provideinitial resolution of incidents where possible. Where resolution is not possible then escalate the call to the appropriate support team within the department. We are pleased to say, this role can accommodate agile working arrangements.
Your new role
- Answer all calls using standard greeting
- Ensure the full details of the user's request are taken and logged in the service management system (including any user actions)
- Ensure the ticket is correctly categorised and prioritised
- Participate in provisioning hardware, assisting with departmental projects,
- Communicate and escalate known/reoccurring issues with the IT Management team
- Produce documentation when required
- Assist with the development of the service management system
- Ticket reassignments, prioritisation, etc.
- Responsible for keeping the user informed on the progress of their support ticket
- Escalate tickets where required to the IT management team
- Logging new users in the service management system
- Assisting with Inductions of new users
- Assisting the teams in preparing for site visits
- Adhere to the IT Security Strategy at all times
- Communicate with members of the IT department to ensure internal SLA's are met
- Attend departmental meetings as required, contributing as necessary
- Provide regular updates on progress to relevant teams and individual What you'll need to succeed
- Experience within an IT support role desirable (not essential as training can be given)
- Higher studies (HND / Degree / NVQ or similar)
- Excellent communication skills both in person and over calls
- Excellent organisation and time management skills
- Behave in line with our company values - Integrity, Caring and Quality
- What you'll need to succeed
- Experience within an IT support role desirable (not essential as training can be given)
- Higher studies (HND / Degree / NVQ or similar)
- Excellent communication skills both in person and over calls
- Excellent organisation and time management skills
- Behave in line with our company values - Integrity, Caring and Quality
What you'll need to succeed
- Experience within an IT support role desirable (not essential as training can be given)
- Higher studies (HND / Degree / NVQ or similar)
- Excellent communication skills both in person and over calls
- Excellent organisation and time management skills
- Behave in line with our company values - Integrity, Caring and Quality
What you'll get in return
- Competitive basic salary and annual bonus
- 28 days annual leave plus bank holidays, and the option to buy up to 5 days per annum
- Private Healthcare
- Company contributory pension scheme
- Life assurance - 4 x your annual salary
- Sharesave scheme
- Cycle to work scheme - up to £3000
- Support with a professional membership
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