IT Support Specialist

4 weeks ago


Croydon, Greater London, United Kingdom Vertex IT Solutions Ltd Full time

We are seeking a skilled IT Support Specialist to join our team at Vertex IT Solutions Ltd. As a key member of our Service Desk, you will play a vital role in delivering exceptional customer support and user satisfaction.

Key Responsibilities:
  1. Resolve 1st line incidents and requests in a timely and efficient manner.
  2. Take ownership of end-user faults and bring them to a successful resolution.
  3. Provide regular feedback to clients regarding the status of their tickets.
  4. Ensure seamless communication between the service desk, end users, and resolver groups.
  5. Meet and exceed customer-specific service level agreements (SLAs).
  6. Proactively manage tickets raised with 3rd party resolver groups.
  7. Utilize various remote access tools when necessary.
  8. Liaise and assist Field Engineers on client sites.
  9. Follow internal processes for assigning tickets to the correct department or individuals.
Requirements:
  1. Technical awareness and literacy of Microsoft Office products.
  2. Demonstrable experience of Windows 7/10 environment.
  3. Microsoft Exchange / Active Directory administration.
  4. Microsoft Server Essentials (desirable).


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