Based: Hybrid – Remote & Worship Street, EC2A
Reporting to: Head of Support
As part of our current Transformation Roadmap, we are looking to restructure support into multiple support levels. This role will be the 1st person starting at Level 1 and is a fantastic opportunity for someone with a passion for IT to help mould a new Service Desk into an efficient single point of contact for the end Customers.
The Primary Responsibility will be to answer phone calls, monitor the mailbox and log Incidents & Service Requests in alignment with our processes. There is also the expectation to stay in contact with the customer to ensure traction is being received with their tickets, provide updates and chase agreement to resolve incidents and service requests.
Secondary work will involve helping the Head of Support monitor tickets close to breach, monitoring other Service Management Dashboards & Metrics and helping to develop a new Knowledge Management solution. There will also be the opportunity to build Dynamics CRM knowledge to help in the progression of Incident Resolution.
As a Level 1 Service Desk Consultant you will work as part of the wider support team and be fully trained to deliver consistently high-quality customer service. You will develop skills, knowledge and experience via on-the-job training and external training courses and will work towards a qualification which is recognised throughout the IT industry.
There is also the opportunity, in the longer term, to follow either an IT Service Management or Technical Consultancy career path.
What we’re looking for
Interested in the role?
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