Hours of work between are between 7am and 7pm but currently working 7am-5pm Mon-Fri, rotating shift pattern 07:00-15:30/08:30-17:00.
Based in Chippenham Head OfficeKey AccountabilitiesProvide 1st line IT technical support, taking ownership of the customer Incident or Service Request and see it through to resolutionMonitor support ticket queues ensuring incidents are actioned in line with SLA'sMaintain support tickets correctly and keep the client updated with progress every day Ensure any Incidents or Service Requests that cannot be resolved by the Service Desk are escalated appropriatelyCreate a positive impression of the Service Desk by building a rapport with the customer, focussing on business needs and delivering best possible customer serviceHandle all queries and updates professionally and efficiently, maintaining a high degree of customer serviceAssist with Infrastructure tasks as and when requiredMaintain user security on all systemsCompletion of Service RequestsAdministration of Active Directory, End User Devices, Office and Business ApplicationsSkills & ExperienceThe successful candidate will provide excellent customer service and quality technical support.
They must be well organised, self-motivated, punctual, adaptable and flexible in their approach to work.
They must also be able to prioritise a variable workload and know when to escalate a problem appropriately.
They will be required to communicate effectively with pressurised users at all levels, often whilst under pressure themselves.
Whilst demonstrating that they are an excellent team player.Proactive individual able to work in a fast-paced and constantly changing environmentExcellent and demonstrable interpersonal and communication skills, both verbally and writtenCustomer focussed attitude with positive approachExcellent telephone manner, listening and empathy skillsProblem solving and diagnostic skillsTeam player; works with and supports the rest of the teamGood knowledge of service management toolsets and best practice eg ServiceNow and ITIL Proven experience & understanding of IT infrastructure, desktop and business applicationsSpan of technical knowledge to encompass all versions of MS Windows, Basic TCP/IP Networking, Citrix, all versions of MS Office including Office Ability to follow processes, policies, procedures and guidelines to ensure consistent quality of serviceProven track record working in a Service Desk roleHays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers.
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