Service Desk Support

Job content

Are you experienced in service desk support, with the ability to provide exceptional technical support whilst delivering a seamless service to internal and external stakeholders? We have a permanent position based in Warrington that requires your skills.

The ideal candidate will be a hands-on individual who will be very involved in the day-to-day operations of the service desk and will also work with the Service Manager to grow the function.

Responsibilities

• Act as the primary service desk contact for the customer and manage customer expectations.
• Ensure all engagements drive the customer’s experience in line with the contracted services
• Ensure contractual obligations are met in terms of the performance provided to the client.
• Provide technical support to internal and external customers and partners.
• Log support cases in the helpdesk ticketing system.
• Ensuring a timely response to issues and incidents.
• Carry out triage on cases determining priority and categorisation.
• Assist the consultancy team in root cause diagnosis.
• Resolving customer issues, incidents and problems where feasible, through product knowledge and technical investigation.
• Develop trusted relationships with clients and stakeholders responsible for services.
• Ensure adherence to service management principles - ITIL led; Configuration management, problem management, change management, IT helpdesk function, release and version control.
• Have a complete understanding of the company’s wide range of product and service offerings, including associated processes. Understand interdependencies between technology, operations and business needs.
• Manage, support and develop the service desk to support the business and our customers, during agreed service hours and to agreed SLAs.
• Deliver appropriate and effective executive-level communication.
• Produce and update technical documentation.
• Assisting with hardware builds, including desktops, laptops and phones.
  
  

Skills and Experience

• 5+ years in service desk function with experience in managing and enhancing a service desk function and associated ticket queues.
• A logical problem solver and thinker with the ability to troubleshoot technical issues and carry out problem determination.
• Understanding of Software Asset Management.
• Demonstrate solid technical knowledge and the ability to learn.
• The ability to work accurately to deadlines with very good prioritisation skills to balance key priorities.
• Expert knowledge of ITIL V4 best practices (including formal qualification).
• Understanding of Information Security awareness ISO27001 / Cyber Essentials.
• Ability to deal with multiple tasks.
• Knowledge and experience of Microsoft packages, including Project, PowerPoint, Word and Excel.
• Proven experience in building strong and professional relationships with key client’s staff, partners and internal colleagues.
• Broad knowledge of IT Infrastructure and managing software delivery.
• Comfortable working in a fast-paced environment and delivering against multiple objectives.
• Strong communication skills, both written and verbal.
• Able to create and present service management reports, with a keen eye for attention to detail.
• Experienced at managing multiple stakeholder groups and balancing diplomacy and tact with assertiveness.
• A strong customer-centric approach.
• Previous experience in software delivery and/or delivering project services to multi-client environments.
• Self-motivated, with the ability to adapt to change and competing demands.
  
  

Salary is negotiable depending on experience

Excellent benefits

Horizon Recruitment Solutions Ltd is an equal opportunities employer and is acting as a recruitment agency in relation to this vacancy.