Provide technical support to onsite and remote users, managing and monitoring IT Service Desk Incidents via a call management system
Job Summary
Provide technical support to onsite and remote users, managing and monitoring IT Service Desk Incidents via a call management system.
Prioritize and allocate requests within IT Support teams, manage user system access, and identify ways to improve service quality and process efficiency.
Ensure all incidents are managed in accordance with SLA targets, escalate issues to the IT Service Desk Manager, and work as part of a shift or on-call rota.
Matching Summary
Provide technical support to onsite and remote users, managing and monitoring IT Service Desk Incidents via a call management system.
Skills & Requirements
Must-have
Provide technical support to users
Manage IT Service Desk Incidents
Prioritize and allocate requests
Manage User system access
Ensure incidents meet SLA targets
Windows 11 support and build
Citrix Support experience
Nice-to-have
Improve service quality and efficiency
Work as part of a shift rota
Microsoft certification
O365 Knowledge
Avaya/Cisco Telephony skills
Key Requirements
Three years within support team
Windows 11 support and build experience
Citrix Support experience
Active Directory experience
SCCM Experience
Exchange account maintenance
Incident management skills
Experience with a call management system
Experience with Office 2010/2016, 365
Experience with Networking/Patching/Server Support