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IT Support Specialist
2 months ago
We are seeking a skilled IT Support Specialist to join our team at IT Naturally | B Corp | MSP. As a Service Desk Agent, you will be responsible for providing technical assistance and support to our customers.
Key Responsibilities- First Point of Contact: Serve as the primary point of contact for customers seeking technical assistance.
- Troubleshooting: Perform remote troubleshooting through diagnostic techniques and relevant questions to determine the best solution.
- Incident Management: Record incidents and service requests and their resolution in our ITSM tool.
- Monitoring and Response: Use monitoring tools to respond to alerts and events as they occur to minimize disruption for the end user.
- Second-Line Support: Provide second-line support to resolve workplace services, network, security, and platform incidents and fulfillments.
- Knowledge Management: Update and maintain knowledge and standard operating procedures.
- Communication: Follow up and update the end users on status and information.
- Process Improvement: Identify and suggest possible improvements on procedures and pass on any feedback or suggestions by customers to the appropriate internal teams.
- Escalation: Escalate unresolved issues to the third-level technical support teams and track progress and resolution.
- Experience: Proven experience as an IT Service Desk Agent or other Customer Support role.
- Technical Knowledge: Good understanding of computer systems, mobile devices, and other tech products.
- Communication Skills: Excellent verbal and written English communication skills.
- Problem-Solving: Problem-solving and remaining calm under pressure.
- Education: GCSE Maths and English (minimum grade 4 or C).
- ITIL Certification: ITIL certified or demonstrable experience of working in an ITIL environment.
IT Naturally is a carbon-neutral IT Infrastructure service provider. We want to use tech as a force for good to work together to build a better world.
We truly care about our employees, their lives, their job satisfaction, and development. We understand that our people are everything and are proud to have been awarded Investors in People at the Silver level in our first assessment.
We are human, skilled, and playful and look for these attributes in our employees. Are you inclusive and caring; take ownership of everything you do and can be light-hearted when the time is right?
