IT Service Desk Technician

2 months ago


Birmingham, Birmingham, United Kingdom Franklin Fitch Full time

Job Summary

We are seeking a highly skilled and motivated Technical Support Specialist to join our team at Franklin Fitch. As a key member of our IT department, you will be responsible for providing exceptional technical support to our clients and ensuring their satisfaction by resolving their queries in a timely and efficient manner.

Key Responsibilities

  • Provide technical support to clients via various communication channels, including chat and ticketing systems
  • Troubleshoot and resolve technical issues related to our cloud solutions, including Azure and Microsoft Office 365
  • Escalate complex issues to the appropriate team for further investigation and resolution
  • Manage and update customer cases in our ticketing system, ensuring accurate and timely resolution
  • Collaborate with other teams to resolve customer issues and ensure customer satisfaction
  • Contribute to our knowledge base by creating and updating articles for common issues, ensuring that our clients have access to accurate and up-to-date information

Requirements

  • 1+ years of experience in a Service Desk Support Engineer role, with a strong background in cloud technologies and ITIL processes
  • Experience with cloud technologies, particularly Azure, and Microsoft Office 365 Administration
  • Experience with Active Directory and Microsoft Group Policy
  • Strong troubleshooting and problem-solving skills, with the ability to analyze complex technical issues and develop effective solutions
  • Excellent verbal and written communication skills, with the ability to communicate technical information to clients in a clear and concise manner
  • Ability to work well in a fast-paced, team-oriented environment, with a strong focus on customer satisfaction and service delivery


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