Service Desk Specialist - Wythenshawe - (18 - 21K)

  • Category
    IT and Telecoms - 2nd Line Support
  • Location
    Manchester, Manchester
  • Salary
  • External Reference
    00013
  • OrganizationType
    IT

Service Desk Specialist - Wythenshawe - (18 - 21K)

Role Purpose:
To provide support on the IT Service Desk to all North West Europe employees. Ensure that all IT support requests and incidents are raised and resolved within the given SLA

Main Duties and Responsibilities:

*Act as a single point of contact and receive calls from staff across North West Europe requesting assistance with their IT issues.
*Follow existing Service Desk procedures to provide a 1st level support service to determine resolution and/or allocate to the relevant support group.
*Ensure the level of quality associated with logging of detail within tickets and updates is according to standards defined within the Service Desk
*Follow existing Service Desk procedures to deal with new starters / leavers and role changes (CICO / CICI)
*Achieve / maintain end to end SLA's for support calls.
*Provide a project resource as required.
*Ensure clear communication and instruction to colleagues on IT related issues
*Customer focused to work effectively as part of a team to resolve issues within SLA
*To work independently and capable of sharing knowledge and practices with a team.

Deliverables:

*Tickets accurately vetted with all required information.
*Manage Service Desk tickets in line with agreed processes and according to defined SLA
*Personal tickets resolve SLT of 90% or higher.
*Provide ticket escalation to other support groups within agreed time scales.
*Facilitate prompt escalation of VIP and P1/P2 tickets and major incident communications within SLA
*Maintain ticket ownership keeping the users informed at regular intervals.
*Maintain close relationship and engage in virtual working with other support teams across the globe.

Experience & Skills Required:
*Proven previous job related experience
*Knowledge of IT Support principles, including Windows O/S, Microsoft Office.
*Excellent customer service skills
*Ability to prioritise and effectively time manage
*Effective communication skillsQualifications Required:
*GCSE Maths, English, IT level or equivalent
*Technical and / or business qualifications

Service Desk Specialist - Wythenshawe - (18 - 21K)
Service Desk Specialist - Wythenshawe - (18 - 21K) Spring acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Spring Group UK is an Equal Opportunities Employer.

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To speak to a recruitment expert please contact Emily Devlin