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Service Desk Support Specialist
2 months ago
Job Summary
Venn Group is seeking a skilled Service Desk Operator to join our team. As a Service Desk Support Specialist, you will be responsible for providing Level 1-2 support to clients on all matters relating to IT provision.
Key Responsibilities
- Provide Exceptional Customer Service
- Support and maintain a high level of customer service focused on the needs of staff and associated teams.
- Provide Service Desk functions to a broad range of internal and external stakeholders and organisations through defined Operational Level Agreements (OLAs) and Service Level Agreements (SLAs).
- Ensure IT Security and Compliance
- Maintain a secure computer network while providing the minimum access required for a client to perform their duties.
- Log and Prioritise IT Incidents and Service Requests
- Log and prioritise all IT-related Incidents and Service Requests, received via defined channels, ascertaining nature of fault or request, and recording the Minimum Data Set (MDS) in the department's IT Service Management system.
- Liaise with external service providers to log and update calls as necessary.
- Provide First Line IT Technical Support
- Provide First Line IT technical support, including print queue administration, and provision of service information in a professional and customer-focused manner.
- Provide First Line support and user account administration for centrally managed and delivered IT applications in accordance with the Trust's policies and procedures.
- Escalate and Resolve Incidents and Service Requests
- Forward calls to the appropriate Second Line support team for further triage and resolution as necessary.
- Act as 'owners' of all Incidents and Service Requests, monitoring progress against SLA time scales and implementing escalation process where necessary, ensuring they are handled according to agreed procedures.
- Maintain IT User Directories
- Maintenance of the Trust's electronic directories of IT users, updating all starters, leavers and changes, ensuring that all updates are recorded accurately and in a timely manner.
