IT Support Specialist

2 weeks ago


Ross on Wye, Herefordshire, United Kingdom Experis UK Full time

Job Title: Technical Service Desk Analyst

Job Summary:

We are seeking a highly skilled Technical Service Desk Analyst to join our team at Experis UK. As a Technical Service Desk Analyst, you will be responsible for providing exceptional customer service and technical support to our clients.

Key Responsibilities:

  • Provide technical support and troubleshooting for a wide range of IT issues, including hardware and software problems, network connectivity issues, and application outages.
  • Respond to escalation requests and ensure client satisfaction in a highly client-focused and high-volume environment.
  • Interact with call center agents, office staff, and remote and home workers via calls, chat, and electronic form, regarding IT issues and queries.
  • Record interactions into the ticketing system ensuring accurate and complete ticket profiling, logs, and resolution details.
  • Troubleshoot and identify technical problems, diagnoses error messages, determines causes, and either provides resolution or escalates to the proper support team.
  • Tracks and monitors the status of issues to ensure proper follow-up and resolution.
  • Take ownership of user problems and follow up the status on behalf of the user and communicate progress in a timely manner.
  • Responds to escalation requests and notify management as required. Informs Tier 2 and Tier 3 support of incidents affecting service interruption.
  • Ensures problems are accepted within targeted levels. Escalates if the ticket is not accepted or resolved by support groups within targeted SLA's.
  • Maintains a high degree of customer service for all support queries and adheres to all service management principles.
  • Contributes to the improvement of processes and knowledge base.

Requirements:

  • 3 - 4 years of troubleshooting experience (hardware & software), demonstrated understanding of Service Desk and Service Delivery, and ability to learn and master new applications.
  • Demonstrated problem management and solving skills.
  • Ability to manage multiple tasks concurrently in a fast-paced environment.
  • Ability to optimize tasks and processes.
  • Proactivity.
  • Must be a team player.
  • A+ / N+ Certifications are highly desired.
  • Working Knowledge of Active Directory, MS Exchange, Office365, Azure.
  • Working knowledge of printer issue (remote support).
  • Strong knowledge of end user devices: phones (android, IOS), Win10, MacOS, tablets.
  • Good knowledge of networks TCP/IP.

About Experis UK:

Experis UK is a leading provider of IT services and solutions. We are committed to delivering exceptional customer service and technical support to our clients.



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