Service Desk Support Specialist

4 days ago

London, Greater London, United Kingdom Zenzero Full time

Service Desk Support Specialist

The Service Desk Support Specialist plays a critical role in ensuring the effective and continuous provision of service desk support to clients. You will provide exceptional standards of support to customers, across a variety of products, services, and platforms. You will work with the Lifecycle Coordinator(s) and Service Desk Manager to ensure tickets are worked on in an efficient manner and to support SLAs and provide a positive customer experience.

Key Responsibilities:

  • Respond to customer inquiries and work to resolve issues, on first contact, where possible.
  • Work on tickets assigned to you, which may have been logged via various channels.
  • Accurately record your work and time, reflecting the effort expended, and utilize tooling to increase accuracy and timeliness of time entries.
  • Communicate with customers via the appropriate channels, ensuring that written and verbal communication is professional and meets our standards.
  • Adhere to performance targets, including KPIs and SLAs.
  • Build excellent working relationships within the Service Desk team(s), with other teams within the Managed Services Department, and within the wider organization.
  • Collaborate with Team Managers, Team Leaders, and Account Managers to ensure positive outcomes for our customers.

Required Skills:

  • Demonstrate technical capability relevant to achieving the required duties and responsibilities, which may be via a technical assessment or recognized vendor certification.
  • Hold a Pluralsight Foundation role at Average or above.
  • Hold a Foundation level Microsoft certification or equivalent.
  • Demonstrate interpersonal and communication skills required to perform the role.
  • Be fluent in English, both written and spoken.

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