IT & Telecoms Technical Support Specialist
3 weeks ago
Role Overview
We are seeking a highly motivated and skilled IT & Telecoms Service Desk Analyst to join our dynamic team. As a Service Desk Analyst, you will be the first point of contact for our branch network users, providing exceptional customer service and technical support.
Key Responsibilities
- Provide first-line support for IT and telecoms-related issues, including troubleshooting and resolving technical problems.
- Investigate and resolve both IT technical problems and telecommunications faults.
- Log all calls within our SysAid ticket management software and provide accurate classification of incidents and requests.
- Record solutions within our incident management system and maximize the effectiveness of the system and IT support function.
- Manage and own internally escalated support tickets within SysAid to 2nd line support, infrastructure, and external referrals.
- Work within given SLAs, maintaining a good quality of service across the group.
- Assist staff using remote support software to diagnose and fix all IT-related issues.
- Provide desktop support to all group services departments.
- Manage Active Directory user accounts.
Requirements
- Knowledge of IT Service Desk and call logging environment or IT NVQ, Comp-TIA, MCDST, SDA, or equivalent qualifications.
- Preferable Windows 2008/2012 Active Directory and group policy knowledge.
- Excellent customer service skills and a flexible approach to working hours.
Benefits
Working at our Head Office offers a great work environment, with access to state-of-the-art technology and cutting-edge security systems. On-site facilities include a cafe and relaxation area, where free hot drinks and subsidised food can be purchased.
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