Our relentless commitment to finding the best solution, our sense of pride in helping our clients achieve
their goals and our thirst for understanding how technology improves business are what make us
successful.

Main Responsibilities:
• Fully understand the service has been engaged to deliver in line with ITIL Framework.
• Develop and maintain rapport with end users by displaying a detailed understanding of their IT
environment and business issues.
• Provide a single point of contact for end users support using all contact mediums.
• Quickly understanding and diagnosing issues to apply a rapid resolution or capture information to
assist escalation and resolution at next level of support team.
• Develop and maintain a high level of communication skills, excellent spoken and written English is
essential to gather information and capture actions and outcomes in ticketing system.
• Analyse the nature of queries and customer problems and provide suitable solutions within SLA.
• Understand and operate according to escalations procedures.
• Work with supervisors to develop new documentation and procedures.
• Monitoring and responding to alerts on ServiceNow/Teams Channels.
• Trending on internal & client alerts to reduce incidents and improve system stability.

Principal responsibilities and accountabilities:
• Deliver best practice call management: investigate, diagnose, detail, resolve or escalate incidents
within an agreed target time.
• Cover 1st/2nd line level core & out of hours tickets, resolving or escalating tickets within SLA.
• Taking calls and logging tickets.
• Provide cover or deputise for other analysts in their absence.
• Escalating high priority tickets.
• Help with Queue Management Tasks as and when required.
• Help with any other Service Desk related tasks as required.
• Show an outward commitment to actively develop personal knowledge.
• Follow process and protocol as instructed and required by the client.

Person Spec:
Key Performance Indicators:
• Achieving exceptional levels in Customer Satisfaction questionnaires.
• Ability to Multi-Task.
• To provide a high throughput of day-to-Day Incident volumes whilst maintaining customer
satisfaction.
• To ensure that all Incidents/Requests are dealt with within contracted SLA timeframes.
• To ensure Documentation is clear and concise.
• Gather technical knowledge to consistently increase your own skill set.

Skills and Experience:
• Computer related field certification or equivalent experience.
• Great communication skills, written and spoken.
• Positive, enthusiastic, and supportive individual.
• Proven Customer service skills.
• Ability to take ownership of and progress incidents to resolution.
• Ability to work under pressure.
• Ability to work in a team and to support team members.
• Effective keyboard skills.
• Communication and interpersonal skills including listening, building rapport, establishing empathy,
and demonstrating awareness of internal and external issues in a calm and polite manner.

• Analytical Fault Finding.
Technical skills required:
• Good understanding of Office 365/Azure/Exchange, Sharepoint
• Intune, MFA, RSA, VDI Environment (VMWare).
• Experience of using Active directory.
• Experience of Ticketing system (ServiceNow or similar).