Andy File Associates Limited is working as a Recruitment Agency on behalf of our client with regards this permanent position.

This position will provide onsite technical support to a selection of  client’s based in the Brigg area, as well as assisting our service desk to support all clients both remotley and from our office as required.  A good technical knowledge is essential to ensure incidents and problems are dealt with quickly and efficiently.  A desire to provide exceptional customer service at all times is a must along with an understanding of the commercial goals of the business as a whole.

Responsibilities:

• Provide onsite support for incidents related to hardware, software and application services to a selection of customers
• Provide service desk support for incidents related to hardware, software, network connectivity and application services to a wide variety of clients
• Manage and own incident tickets via our Autotask ticket management system, providing customer updates to agreed timeframes
• Triage and resolve incidents to stringent customer defined SLAs
• Drive service improvement within the service desk to improve first time fix resolution times
• Communicate clearly, effectively and in a timely manner with all customers
• Create and maintain accurate documentation within the centralised management database
• Provide any on-site support to resolve customer service outages as required to meet SLAs
• Continue to develop technical knowledge and skillset through formal training, informal training and hands on practical experience

Skills

• 2 years’ experience in a 1^st or 2^nd Line role within a service desk environment preferably with some onsite experience also.
• Experience of working with a ticket management platform.
• Good knowledge of Windows Server, Virtual environments, MS Windows, Active Directory, Antivirus.
• MS Exchange and Outlook management skills required.
• Knowledge of OneDrive, SharePoint and other 365 applications.
• Demonstrated PC hardware/software trouble-shooting skills.
• Excellent team player with proven mentoring capabilities.
• Excellent communication and interpersonal skills; professional telephone demeanour.
• Strong customer service skills and attention to detail.
• ITIL knowledge preferred or certification would be desirable.
• Patience, ability to work under pressure and good organisational skills
• The ability and desire to develop the role and make it your own
• Committed to achieve the companies vision.

Hours of work: Monday to Friday 9am – 5.30pm (occasionally overtime may be required to fulfill client requirements)