Service Desk Technical Router ( 1st line support)

- Act as first point of contact for all customer support enquiries

- Primary responsibility for ensuring alerts from the service desk monitoring system are dealt with in a timely manner

- Primary responsibility for answering incoming telephone calls for support and either resolving the customer problem quickly or handing the call to the right engineer.

- Primary responsibility for managing the Support mailbox

- Provide professional technical support for all non-time dependant work requests

- Escalate trouble incidents and work requests in line with departmental SLAs and procedures

- Ensure tickets are logged correctly in line with company policy

- Perform proactive and preventative maintenance

- Ensure tickets are worked on in priority and in line with SLAs

- Actively participate in operational team meetings to streamline working processes and procedures

Technical Skills

- A good knowledge of PC/laptop hardware including Mac

- Windows 7, 8, 10 OS, macOS & the MS Office suite for both

- Basic understanding of IP networking

- Clean driver's license

Any knowledge or experience of the following would be advantageous:

- Any previous 1st line support and remote troubleshooting experience

- Proven experience with:

- Windows Server 2008/2012/2016, Active Directory

- Microsoft Exchange

- Citrix XenApp

- Hypervisor support experience (VMWare/Hyper-V)

- Any other relevant support experience in an ITIL environment

- Ability to multi-task

- Intelligent and articulate

- Possessing an aptitude for problem solving

- Attentive to detail

- Passionate about technology

- Excellent written and verbal communication skills

- Understanding and appreciative of the benefits of first class customer service

- Ability to work in high-pressure and demanding environments