Location: London/ Hybrid
Salary: Market Related
Job Summary
Collaborate closely with our Desktop Support Team and other 2nd and 3rd line teams to play a pivotal role in incident/request resolution and delivering valuable end-user guidance.
In this role, your primary objectives will be to deliver outstanding customer service, effectively manage customer expectations, and ensure adherence to Service Level Agreements (SLAs) and quality standards.
You will manage your own ticket queue while also overseeing the progress of all tickets in the ServiceNow system, ensuring they are accurately updated and in the appropriate state.
Job Description
- Efficiently and professionally respond to end-user inquiries via self-service tickets and phone calls.
- Provide remote, technical 1st line support, utilising your skills, knowledge, and experience, as well as consulting our extensive knowledge base and collaborating with the broader IT department.
- Adhere to ITIL best practice approaches for Incident, Request, and Problem management processes, aligned with agreed-upon SLAs.
- Collaborate closely with 2nd and 3rd line teams to enhance the 1st line fix rate.
- Build and maintain strong working relationships within TMHCC.
- Create and maintain Knowledge Articles enabling the most efficient resolution of incidents and answering of questions.
- Participate in exciting IT projects.
- Engage in regular team meetings and training sessions to stay current with the latest technology trends and solutions.
- Uphold TMHCC security policies, procedures, controls, and agreed-upon SLAs.
Desirable Skills and Experience
- 1+ years of experience in a Service Desk environment supporting 700+ employees in an ITIL setting.
- Strong knowledge of Active Directory and virtualisation technologies, such as Citrix and Citrix Workspace.
- Experience with video conferencing equipment and software, including Microsoft Teams.
- Ability to prioritise and manage multiple tasks and deadlines effectively.
- Flexibility and adaptability in response to changing priorities and business needs.
- A keen eye for detail and dedication to delivering high-quality results.
- Capable of working both independently and collaboratively within a team environment.
- ITIL Foundation Certification or willingness to obtain within the first year of employment (preferred).
- Demonstrable technical support and desktop management expertise, including Windows 7/10, Office 2016, O365, SCCM, AD, Citrix, and more.
- Solid understanding of basic networking principles, such as TCP/IP, DNS, and DHCP.
- Excellent customer service, telephone, and communication skills.
- Strong problem-solving abilities and basic hardware configuration and repair experience.
- A team-oriented attitude with a passion for continuous improvement and personal development.