Overview

What we need…
With a dedicated team in the Birmingham office the plan is to employ talent locally to provide IT support to internal staff operating 24 hours a day, 7 days a week. To optimise this team further, we are establishing a “Follow-the-Sun” IT Service Desk that will complement the provision of high quality technical support to all staff in any time zone or continent around the globe.

What you need…
Being the first point of contact the most important skill you’ll need is communication. By this we mean that whatever the time, however busy, you will talk with a smile. Your helpful nature and calm approach will give confidence to each and every contact.

What you’ll be doing …

  • Log all incidents / service requests / queries within the IT Service Management system
  • Answer all phone calls and web portal tickets
  • Carry out initial diagnostics to resolve or escalate issues, aiming to resolve the majority of calls remotely
  • Liaise with 2nd and 3rd line teams as required
  • Update and propose knowledge base entries
  • Provide assistance with IT Admin  (starters/leavers data management)
  • Assist others with urgent tasks as required
  • To achieve greatness in this department you’ll need:
  • At least 2 years of consistent work supporting MS products (Windows, Office, AD, Exchange)
  • Remote access (Citrix, VPN)
  • Ticketing system experience
  • Relevant certifications or qualifications
  • Knowledge of ITIL framework
  • Flexibility