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Service Desk Support Specialist

2 months ago

Southampton, Southampton, United Kingdom Dgh Recruitment Full time

Job Summary:

Dgh Recruitment is seeking a highly skilled IT Service Desk Analyst to join our team on a permanent basis. As a key member of our IT department, you will be responsible for delivering exceptional technical support to our clients.

Key Responsibilities:

  • Technical Support: Provide high-quality technical support to clients via various communication channels, ensuring timely and effective resolution of issues.
  • Incident Management: Act as a point of triage for escalated incidents, collaborating with global teams to ensure timely resolutions.
  • Problem-Solving: Prioritize, diagnose, and resolve incidents according to agreed procedures, taking ownership of customer issues and following problems through to resolution.
  • Customer Service: Ensure high levels of customer satisfaction, technical expertise, productivity, efficiency, and quality in all interactions.
  • Collaboration: Interface with other IT function areas to assist in solutions and improve service efficiency and effectiveness.
  • Communication: Share information and ideas in a timely, clear, and productive manner with management, support teams, and other technical resources.

Technical Requirements:

  • Active Directory: Proficient in Active Directory management and administration.
  • Windows 10: Experienced in Windows 10 operating system and its applications.
  • MS Office: Skilled in MS Office 2010-2016, Office 365, and Teams.
  • Zoom Voice: Familiar with Zoom Voice and its features.
  • Mobile Devices: Experienced in iPhones, iPads, Surface Laptops, and Surface Books.
  • Conferencing Platforms: Proficient in Zoom and Teams conferencing platforms.
  • ITIL: Knowledge of ITIL framework and its principles.