IT Service Desk Support Specialist

2 weeks ago


Cirencester, Gloucestershire, United Kingdom Siamo Recruitment a division of Siamo Group Full time

About the Role:

Siamo Recruitment, a division of Siamo Group, is working with a leader in IT based in the UK. Our client offers a range of services including Network, Cloud, Security, and Data Management Solutions. With over 20 years of experience, they are expanding their IT Service Desk and seeking a skilled Service Desk Advisor to join their team.

About the Company:

Our client takes pride in their professional and collaborative approach to customer service, ensuring a best-in-class experience for their clients. This is an exciting opportunity to join a leading employer and gain continuous development within your career, with training programs, external certifications, and progression avenues available.

Key Responsibilities:

  • First-line queries on a 'one call' basis, including password and system resets, hardware-related faults and queries, desktop and app support, and new user profile creation.
  • Assist with some second-line queries, escalating where necessary.
  • New equipment and peripheral installation.
  • Conducting software and data backups.
  • Report writing.
  • Managing cases via the NetSuite ERP Platform.
  • Utilizing skills and knowledge to assist customers with case resolution and monitoring case escalations.
  • Meeting set KPIs.
  • Reporting and liaising with resellers and their end users.

Requirements:

  • Proven IT support experience gained in a similar role.
  • An understanding of Windows desktop operating systems and applications.
  • Working knowledge of Windows Server Operating Systems, Active Directory, and Group Policies, and Networking technologies would be beneficial but not essential at this stage.
  • Excellent communication skills internally and externally with clientele.
  • Naturally collaborative and enthusiastic.
  • Passionate about building rapport with customers.
  • Passionate about IT, Hardware, Software, etc.


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