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Senior IT Support Specialist

2 months ago

Inverurie, Aberdeenshire, United Kingdom SWORD Full time
About the Role

We are seeking an experienced Senior Service Desk/Desktop Support Analyst to join our team at Sword, a leading provider of business technology solutions. As a key member of our IT support team, you will be responsible for providing exceptional technical support to our clients, resolving issues efficiently, and delivering a consistent first-class service.

Key Responsibilities
  • Provide 1st Line IT technical support in a mixed Windows/Exchange environment to end users, resolving problems and issues in-line with documented procedures.
  • Respond to requests for IT assistance and service from end users, dealing with enquiries efficiently in a polite and courteous manner.
  • Log and categorise customer interactions concisely and efficiently, taking ownership and following up to completion.
Requirements
  • Experience in an SLA driven, ticketed Service Desk or 1st/2nd Line role.
  • Excellent communication skills.
  • Experience of applying processes and procedures.
  • Experience of building and maintaining excellent relationships with customers.
  • IT troubleshooting skills.
  • Delivering a consistent first-class service to customers.
  • Experience of working in a user support role.
  • ITIL Foundation V4 qualification (or working towards).
  • Excellent customer service skills.
  • Strong personal organisational skills.
  • Self-motivated with the ability to multi-task and prioritise workload.
  • Excellent communication skills at all levels.
  • Flexible approach to work with the ability to adapt to change.
What We Offer

At Sword, we are committed to supporting our employees in their career development through a competitive salary, pension, private health, wellbeing and insurance schemes, a flexible approach to working, and an employee assistance programme. We are an equal opportunities employer and welcome applications from all qualified candidates.