Senior IT Infrastructure Specialist
INFUSE
AzureCloudITSM
First Line Support Technician
e.surv Chartered Surveyors
full-time
Posted on:
Origin: • 🇬🇧 United Kingdom
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Assist Team Leader to develop a trusted service desk the business is proud of
- Maintain a high performing Service Desk and act as an ambassador for IT
- Coordinate, allocate and be responsible for 1st Line team daily duties including JML/Incident/Change and Reporting
- Distribute and assign support tickets to the team, ensuring response SLAs are met
- Provide daily, weekly, and monthly metrics and KPIs to identify improvement opportunities
- Ensure processes are in place, adhered to, and fit for purpose
- Keep records of weekly/monthly Service Desk operations to track customer needs and services provided
- Support induction and onboarding of new starters and handle escalations from end users
- Provide IT support as part of a small Service Desk team handling support phone calls and requests
- Maintain high degree of customer service, take ownership of user problems and follow up status
- Identify improvement opportunities and communicate them to the Service Desk Team Leader
- Assist with assigned projects and tasks and act as go-to for escalations
- Deputise when the Service Desk Team Leader is absent
Requirements
- Microsoft Windows 10 knowledge / awareness
- Microsoft Office 2016 knowledge / awareness
- Active Directory Administration
- O365 knowledge / awareness including email support
- Awareness of ITIL practises and process
- Able to work to SLA’s
- Familiar with LAN (and WAN) technologies
- Familiar with service desk technology solutions
- Familiar with VPN technologies
- Familiar with supporting internal and remote users
- Good communication both written and verbal
- Strong customer service and customer focus
- Good clear and confident telephone manner
- Ability to prioritise requests, problems and other tasks
- Excellent time management and organisation
- Self-motivated with proactive attitude
- Able to demonstrate initiative and ability to work alone at times
- Work experience in the service industry
