Purpose of the role:
This is an exciting opportunity to join a growing team and develop new ways of working, where you will have the opportunity to input into the evolution of business processes on an ongoing basis.
Responsibilities:
- Provide 3rd Line Service Desk support for all Business Systems applications via the IT Freshworks Support Portal
- Collaborating with the IT Helpdesk on issue resolution
- Ensuring customer service delivery is timely and accurate on a daily basis by actively triaging the ticket queue and ensuring proper assignment, responding to queries in a timely manner to ensure the high level of service satisfaction is met
- Raising concerns and providing recommendations to the Head of Change Management Office through trend analysis and observations through first lines of support
- Proactively creating and updating technical documentation
- Collaborating on specific projects as directed by the Head of Change Management
- Adhering to current policies and procedures as defined by the organisation
Skills required:
- Relevant qualifications in the following areas would be ideal: Microsoft, CompTIA, ITIL.
- Demonstrated ability to manage small technical projects end to end and work independently when required
- Experience working with NavOne, SharePoint, Smartsheet, Laserfiche would be an advantage
- A solid foundation in application support is required, with the ability to communicate to a non-technical audience
- Excellent organisational, written, and oral communication skills are essential together with effective interpersonal skills and a high level of professionalism
- Ability to perform several tasks concurrently with the ability to effectively prioritize them in a high-pressure environment