Statement of Job Purpose
- To provide a comprehensive service desk support service to staff and clients at Proact IT UK Ltd, in line with agreed policies and procedures and to agreed standards of service
- To contribute positively to the achievement of Proact IT UK LTD’s overall values and objectives
Main Duties and Responsibilities
- Ensure that all requests from customers are handled promptly and effectively, ensuring that agreed service levels are met
- For all requests that cannot be directly resolved, ensure that priority setting and escalation procedures are applied effectively
- Act as escalation point for 1st line team members
- Improve efficiency and effectiveness of the service desk by analysing and trending data then, propose/implement recommendations for improvement
- Produce weekly and monthly statistics and performance reports
- Document new procedures and processes via Microsoft office & Visio
- Develop and track KPI’s for the service desk
- Perform Duty Manager role whilst on night shifts
Common Requirements for all Posts
- To work within the framework of Proact IT UK Ltd’s policies and procedures, ensuring that your work furthers the core values and objectives
- To undertake Health and Safety duties and responsibilities appropriate to the post, at all times having regard to your own and others’ health and safety
- To provide excellent customer and client care in dealings with staff, clients and members of the public
- To contribute to the development of a professional working environment within Proact IT UK Ltd
- To have a commitment to your own development and a willingness to undertake relevant training opportunities
- To have a flexible approach to work in order to meet deadlines
- To perform any other reasonable duties in consultation with your line manager
- From time to time you may be required to undertake some cross site working
Essential skills
- Minimum 3 years’ experience in work in an IT support environment
- Excellent communication skills, communicates effectively by word of mouth and in writing
- Ability to work under pressure and remain calm
- Strong Microsoft office skills
- Self-motivated, with strong ability to work both independently and with teams and managers as appropriate
Essential skills
- Technical background with a knowledge of (Virtualisation, Storage, Networks & Windows Server)
- Experience in using TopDesk (or similar call management system)
- ITIL qualification
Benefits
In return Proact will offer you:
- Private Comprehensive health care cover with AXA
- Company pension Scheme
- 33 days Holidays
- 3 charity days fully paid/ year
- Option to purchase another 5 days Annual leave
- Company Laptop
