ICT Service Desk Professional
2 days ago
About the Role
We are looking for a skilled ICT Service Desk Analyst to join our team. As a Service Desk Analyst, you will be the primary point of contact for all stakeholders in relation to IT issues and incidents.
Responsibilities
- Provide exceptional customer service by handling questions and incidents, triaging and troubleshooting tickets, and providing solutions by way of resolution or sharing articles from our customer knowledge base.
- Work with a highly skilled technical support team to ensure that incidents are dealt with according to customer and priority needs.
- Log all incoming calls to the service desk and take ownership of logged incidents, tracking the progress of all calls and follow-up with the customer to ensure that they are satisfied with the resolution.
- FOLLOW processes to ensure that a high quality of service is provided to internal and external customers.
- Build relationships within the service desk team, the IT group, and the wider organisation to understand the business and its objectives responsibilities.
Requirements
- Proven experience working in a technical support environment, including telephony-based customer service experience.
- Technical aptitude across a wide range of software including email, backup, and security.
- Strong communication skills and ability to engage with people possessing various degrees of technical understanding.
- Technically minded with strong problem-solving skills.
- Ability to understand and follow best practice business processes.
What We Offer
- Investment in your future career with a variety of learning and development opportunities.
- A dynamic and supportive work environment that encourages collaboration and innovation.
- A competitive salary and benefits package, including pension plan and 25 days annual leave, plus bank holidays.
- The opportunity to work with a successful and growing software business that values diversity and equality.
About Us
Giacom Group is an equal opportunities and disability-confident employer, committed to providing a supportive and inclusive work environment that values diversity and promotes equality.
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