Service Support Specialist
4 weeks ago
We are seeking a highly motivated and customer-focused Service Support Specialist to join our IT team at BDB Pitmans LLP. The successful candidate will provide first-line support for our firm, working closely with the Service Support Team to ensure seamless IT operations.
This is an excellent opportunity for someone looking to start their IT career in a dynamic and niche industry. You will work in a supportive environment, with a good balance of learning and development opportunities.
Main Responsibilities- Provide first-line support for users, responding to queries and resolving issues in a timely and professional manner.
- Log, update, and close all calls received in the call logging system, ensuring accurate records and prompt resolution.
- Ensure the Service Desk phone is answered promptly during core support hours, providing a high level of customer service.
- Carry out meeting room set-ups, using AV equipment in offices, and promote a customer-focused culture within the IT Department.
- Maintain a professional, friendly, and customer-service-based approach in interactions with customers and internal colleagues.
- Educate users on IT policies and procedures, ensuring they are aware of their responsibilities and the support available to them.
- Escalate major or ongoing problems to the Service Desk Manager, ensuring business operations are not impacted.
- Manage incidents, requests, and problems to a high level of customer service, prioritizing the needs of the business in line with IT policy and procedure.
- Carry out project work as required, adhering to deadlines and priority levels, and seeking guidance from project management or line management if necessary.
- Manage the Service Support Team work queue, following call-handling guidelines, and cover a shift pattern between Mon-Fri 08:00-19:00 as required.
- Occasional travel to regional offices may be necessary.
- Ensure all desktop-related IT assets are entered into the CMDB and tracked as per the Configuration Management Policy.
- Previous experience working in a customer-care environment, handling email and telephone queries.
- Service Desk/Support Analyst experience within a Service Desk/Support Team is desirable.
- A good working knowledge of Windows 10 and 11, Office 365, Exchange Online, network technology, and Microsoft Teams (and Telephony within Teams).
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