ICT Service Desk Specialist

2 months ago

London, Greater London, United Kingdom Peaple Talent Full time £23,000 - £30,000
Job Title: ICT Service Desk

As an ICT Service Desk Analyst, you will be responsible for providing high-quality technical support to our customers. Your primary goal will be to troubleshoot and resolve issues efficiently, ensuring a positive experience for our users.

Key Responsibilities:
  • Troubleshoot and Resolve Issues: Utilize our IT helpdesk workflow to resolve issues and complete requests within the agreed Service Level Agreement (SLA).
  • Call Handling: Deliver exceptional call handling, both in and out of hours, to ensure our customers receive timely support.
  • Customer Communication: Maintain a log of software/hardware problems and allocate complex issues to relevant IT team members.
  • Service Issue Allocation: Arrange external technical support when necessary.
Requirements:
  • Time Management: Prioritize requests based on urgency to ensure efficient issue resolution.
  • Experience: Previous helpdesk experience is essential for this role.
  • Customer Service Focused: Demonstrate a team-oriented attitude to help colleagues and customers with technical problems.
  • Motivation: Show a willingness to learn new skills and technologies.
  • Technical Skills: Experience with Citrix XenApp, Windows Server 2016, Office 365, Azure, Active Directory, VMWare 6.7, Teams Telephony, and Network Security protocols is required.
Additional Responsibilities:
  • Communications: Possess excellent telephone manner and face-to-face communication skills.
  • Analytical Skills & Creativity: Employ a structured problem-solving approach to analyze technical and business information.
  • Management of Activities: Work as part of a small IT support team, balancing work priorities under pressure and ensuring compliance with business management systems.
Working Environment:

This is an office-based role, working 38 hours per week (Monday to Friday). If you are a motivated and organized individual with a passion for delivering exceptional customer service, we encourage you to apply for this exciting opportunity.

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