The purpose of this role is to work as part of the UK Service Desk Team, covering IT support to all UK business users and involves working on incidents and service requests using the Service Desk tool (Service Now). The work involves logging, troubleshooting, diagnosing and managing incidents through to resolution as well as assisting with Service Requests.
KEY DUTIES
- Responsible for answering all calls and chats to the Service Desk within the SLA response times.
- End to end call management of incidents through to resolution as required to ensure the incidents are resolved to the satisfaction of the customer and in-line with SLAs.
- Assisting with end user service requests, either by logging them on the end users' behalf, giving guidance around our service catalogue, or management of requests until resolution.
- Accurately recording all incident details and troubleshooting activity into the Service Desk tool (Service Now).
- Assisting in the provision of root cause analysis and troubleshooting, ensuring that all data is accurate and up to date where applicable.
- Providing a high level of first time fix for all incidents.
- Escalating incidents to the next level of management or technical support where SLA timescales are reached.
- Ensuring regular updates are provided to the customer until incidents are resolved.
- Assisting with User account creation in Active Directory.
- Assisting with Email account management in Exchange.
- Administration of data access within Active Directory
- Deployment of Virtual Machines within VMWare.
- Deployment and licencing of software using SCCM.
- Adherence to Thales procedures, working practices and department specific processes.
- Awareness and adherence of security requirements on our network.
- Other ad-hoc duties as required to support the Service Desk operation.
CANDIDATE REQUIREMENTS
- Excellent customer service skills
- Confident
- Logical thinker
- Excellent organisational skills
- Possesses a methodical approach to problem solving and troubleshooting.