Responsibilities:

• Open and review Service Desk Calls; ensuring the customer provides an appropriate level of information.
• Allocate Service Desk Calls to appropriate support staff.
• Ensure that Service Desk Calls are monitored in-line with SLAs and updated efficiently and effectively.
• Proactively follow-up and communicate with the business in order to provide updates on outstanding incidents and projects.
• Build and maintain strong working relationships with clients, colleagues and support bodies in order to provide a professional customer service approach
• Work positively and communicate professionally across teams in order to make an effective contribution to team tasks and team spirit.
• Assist in the investigation and resolution of issues relating to applications in order to assist the team in providing a high level of customer service.
• Maintain inventory of IT Equipment’s required at site and input the details to billing department.

Qualification:

• You’ll need to have some previous experience in a similar Service Desk support role or IT administrative environment.
• Previous ERP systems experience would nice.
• Knowledge of ITIL processes.  
• Experience of providing customer service over the telephone
• Experience of using Service Desk incident logging software
• Computer literate; skilled in use of Office 365, Word and Excel

Behavioral Requirements:

• Customer Service: ability to meet and strive to exceed the needs of internal and external customers by producing quality work and service
• Drive for Results: able to go the ‘extra mile’ to achieve tasks, objectives and targets.
• Demonstrates good attention to detail across all areas of work
• Teamwork: able to work together with colleagues to pool skills, ideas and resources to achieve objectives and resolve problems
• Initiative and Problem Solving: able to take ownership of area, accepts issues and follow up with actions to rectify
• Planning and Organising: able to work to important deadlines and manage time effectively.