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IT Service Desk Specialist

2 months ago

Sheffield, Sheffield, United Kingdom Auxilion Full time
Job Description

About the Role:

Auxilion, a leading provider of IT outsourcing and managed service solutions, is seeking a skilled IT Service Desk Specialist to join our team. As a key member of our organization, you will work directly with clients on-site, responding to internal customer service requests for technical support on hardware and software issues.

Key Responsibilities:

  • Handle and log calls from end-users in ServiceNow
  • Ensure end-user incidents and requests are handled according to pre-defined SLAs for response time, updates, and closure
  • Deliver exceptional customer experience
  • Log, update, and resolve incidents and requests
  • Prioritize and monitor IT issues, ensuring they are resolved within agreed SLAs
  • Diagnose and resolve IT issues, collaborating with and elevating to 2nd line or other resolver teams
  • Create knowledge articles and IT documentation
  • Utilize initiative or work as part of a team to resolve IT issues

Requirements:

  • Prior experience in a Service Desk environment
  • Experience diagnosing and resolving hardware and software issues
  • Experience supporting 365 environments, including Office 365, MS Teams, SharePoint, Exchange

Competencies:

  • Excellent communication skills (verbal and written communication is mandatory)
  • Good problem-solving skills
  • Organize workload effectively
  • Decision-making skills
  • A professional working attitude

About Auxilion:

Auxilion strives to be a great place to work, with career opportunities and the development of people in our DNA. Our competitive advantage is how we support our clients on their journey. Our people have a passion for their work, our culture, and values. Whether your focus is technical, sales, finance, or anything in-between, our roles aim to provide each person with meaningful impact and plenty of space to grow.