Key Responsibilities
- First point of contact for support from Global users via various channels (email, call or ticket)
- Provide excellent customer service, with every interaction, striving to exceed client and business expectations
- Take ownership of recorded Incidents and Service requests; tracking the progress and follow-up with the user to ensure they are satisfied with the resolution
- Manage all support in accordance with the Service Desk processes and procedures as well as ensuring all service led measurements are met.
- Complete daily operational tasks as well as any ad-hoc support to setting up meeting rooms, both on and off site, for telephone/video conferencing
- Provide Hardware and Software support, both locally and remotely for all Jurisdictions and escalate appropriately.
- Ensure that the IT Service Desk Manager is notified of any on-going faults and training related support calls across all jurisdictions.
- Liaise with the wider IT & Change Support Team regarding outstanding calls and managing customer expectations.
Skills, Knowledge and Expertise
- A minimum of 2 years' experience in a similar role
- Experience and understanding of Microsoft Office 365, Windows 11 and iOS Operating Systems
- Proficient with or able to quickly learn to use a broad array of networking systems hardware/software
- Self-motivated and able to work in a fast-paced environment with the ability to think and act independently
- Ability to maintain a high standard of customer service within a busy Service Desk environment
- Detailed analytical and problem-solving skills, with an interest in technology