Taking personal responsibility for delivering on your objectives in line with our values.
Making sure that incidents and service requests are logged, progressed, and resolved according to our agreed standards and procedures.
Flexibility to travel in covering requirements across all ii/Aberdeen office locations.
Making sure that all steps you’ve taken when working on an incident or service request are clearly documented in the ITSM tool.
Adhering to standard operating procedures to complete service requests.
Escalating calls to appropriate teams.
Managing your customers’ expectations, ensuring that they’re kept updated on the status of their outstanding IT calls in line with expectations.
Covering early and late shift in the office (7am to 5.30pm) on a rota basis. Earlies: 07:00 -15:30, Lates: 09:00 - 17:30.

Requirements

Preferable minimum 3-years previous experience working in a busy IT Service Desk environment, ideally on a technical service desk supporting a large number of users.
Ability to respond to a high volume of queries from across the organization, while remaining resilient and enthusiastic.
Being able to accurately log, progress and resolve service calls using an ITSM tool.
Owning the outcome for delivering customer service using a variety of communication methods.
Having strong verbal and written communication skills – you’ll be dealing with colleagues at all levels across the organization both in person and remotely.
Having technical understanding of IT within an enterprise.
Good troubleshooting skills and experience of Microsoft products including Office suite and M365.
Additionally, you will have knowledge and/or working experience of ITIL based service management and operational support, disciplines.
Certifications such as MSCP and ITIL would be advantageous.
Experience supporting Windows 11 within an enterprise environment.
Experience managing user, groups and mailboxes in MS Exchange and Office 365.
Working knowledge of laptop and printer hardware dependencies and relationships of networks, phones, mobiles, PC operating systems, and office meeting room technologies including Audio Visual.
Recognised IT qualifications would be beneficial.
Any experience of supporting macOS would be advantageous.

Benefits

Group Personal Pension Plan – 8% employer contribution and 4% employee contribution
Life Assurance and Group Income Protection
Private Medical Insurance – Provided by Bupa
25 Days Annual Leave, plus bank holidays
Staff Discounts on our investment products
Personal & Well-being Fund – Supporting your physical and mental wellness
Retail Discounts – Savings at a wide range of high street and online retailers
Voluntary Flexible Benefits – Tailor your benefits to suit your lifestyle

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

ITSM tooltroubleshootingMicrosoft OfficeM365Windows 11MS ExchangeOffice 365macOSlaptop hardwareprinter hardware

Soft Skills

customer servicecommunicationresilienceenthusiasmdocumentationexpectation managementflexibilityteam collaborationproblem-solvingtime management

Certifications

MSCPITIL