IT Support Specialist
1 month ago
Join Shaw Daniels Solutions as a Support Analyst and be a key member of our support team. This role will be extremely varied and demanding, requiring you to hit the ground running and be able to multi-task in a fast-paced environment.
You will be assisting technical and non-technical users in resolving issues reported via email, telephone, face to face or via Service Desk tickets. Your excellent spoken and written communication skills will enable you to liaise with all areas of the business and at all levels.
Key Responsibilities- Manage new and existing tickets assigned to you, ensuring SLA's are met and KPI requirements are fulfilled.
- Log, manage and own Incidents and Service Requests via the IT ticketing system, providing first time fixes where appropriate.
- Interact with customers at all levels within the business via phone, email, face to face and ticketing system.
- Provide customers with regular communication on the progress of their issue/request from ticket being logged through to resolution.
- Liaise with internal IT teams for escalation of issues.
- Liaise with third party suppliers for resolution of issues.
- Provide Out of Hours Support when assigned on a rota basis.
- Project work as and when required.
- Windows 10
- Office365
- Microsoft Exchange
- Service Desk tools (ManageEngine is currently used)
- Active Directory - Access management
- Microsoft O365 Admin Centre - administration/access
- Printer configuration and troubleshooting
- Email troubleshooting
- Network troubleshooting/Meraki (desirable)
- Telephony systems Mitel/Avaya or similar (desirable)
You will have at least 2 years IT Service Desk experience with a good level of IT knowledge. You should be a fast learner and be able to pick up knowledge quickly that can be applied to bespoke applications. You should have the ability to work proactively under own initiative or effectively as part of a team with a passion for providing high quality customer service. ITIL Foundation v3/v4 (desirable)
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