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IT Support Specialist
2 months ago
About the Role:
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 exceptional technical support to our customers, ensuring their issues are resolved efficiently and effectively.
Key Responsibilities:
- Offer 1st and 2nd line support and technical assistance to customers through diagnostic tests and remote access.
- Serve as the first point of contact for customers seeking technical assistance.
- Perform remote troubleshooting and determine the best solution based on the issue and details provided by the end user.
- Record incidents and service requests and their resolution in a ITSM tool.
- Use monitoring tools and respond to alerts and events to minimize disruption for the end user.
- Provide 2nd line support to resolve workplace services, network, security, and platform incidents.
- Escalate unresolved issues to the 3rd level technical support teams and track progress and resolution.
Requirements:
- Proven experience as an IT Service Desk Agent or other Customer Support role.
- Good understanding of computer systems, mobile devices, and other tech products.
- Excellent verbal and written English communication skills.
- GCSE Maths and English (minimum grade 4 or C).
- ITIL certified or demonstrable experience of working in an ITIL environment.
What We Offer:
- Company Pension with up to 6% matched contributions.
- Cycle to Work Scheme.
- Casual clothes and some branded clothing.
- Employee Discounts.
- Free Parking.
- Hybrid working: 2 days a week in our office.
- Internal career development.
- Life insurance.
- Private healthcare with Bupa.
- Personal training plan.
- Your Birthday off.