Responsibilities:

• To be the first point of contact for all technology incidents, queries, and requests
• Provide an excellent level of customer service to callers, and act as an ambassador for the Technology department in all dealings with customers by providing them with appropriate support responses and friendly communication
• Ensure that all requests are logged and managed to meet our standards in the Service Desk system
• Ensure cases are responded to within agreed service levels (SLAs)
• Troubleshoot technology related problems from in-house software to hardware, such as PCs, printers, and mobile devices
• Facilitate or coordinate a smooth flow of information regarding escalated incidents to management
• Take ownership of user problems and follow up on the status of problems on behalf of the user and communicate progress in a timely manner
• Adhere to all technology processes such as incident management, problem management and change management
• Ensure all relevant technology records are updated whenever appropriate, e.g. asset database
• Maintain general technology documentation including creating knowledge base articles and procedure documents, FAQs, and self-help guides
• Be aware of cyber security risks that exist and escalate any events or concerns that are encountered. Take responsibility for carrying out all tasks in a secure manner i.e. keeping security in mind
• Encourage staff awareness of cyber security risks and best practice guidelines

Required:

• Technical training will be provided as part of this role. Being able to evidence a keen interest in IT and new technology as well as a background in customer services is preferred.
• Knowledge of the systems and principles listed below would be beneficial:
• Microsoft Windows & Office
• Ability to digest and communicate technical data in business-understandable terms