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Junior IT Service Desk Technician (FT) Birmingham, England

ELR Consultancy

Full Time Birmingham, England 19000 - 20000 GBP ANNUAL Today

Job description

We have an opportunity for a Junior Service Desk Analyst with a minimum of 6 months IT Service desk experience. Ideally we are looking for someone from an inbound call center background with experience in taking high volume of calls.

Work from our Birmingham office (Victoria Square Birmingham).

Key responsibilities and requirements:

To provide 1st line support to the colleagues at the service desk, by phone, email, remote connection, and chat support.
Troubleshoot, and support EPOS terminals.
Log Service Desk calls in line with operational procedures and follow through to a successful conclusion.
Troubleshooting high volumes of calls whilst maintaining a good first-time resolution and response.
Ensure that all tickets (Incidents and Service Requests) are logged and updated correctly in the IT Service Management Tool.
Take end to end ownership of incidents and requests, ensuring detailed information is recorded on actions taken to resolve/escalate.
Ensure the efficient and prompt handling of all incidents and requests to minimize the impact upon service quality.
Monitor and maintain SLA’s and KPI’s defined by the Service Desk Management team.
Using documented knowledge base articles to achieve rapid resolution to maintain or exceed KPIs and SLAs.
Ability to manage expectations and deal with complex customer queries and concerns.
Drive to deliver exceptional customer service and satisfaction scores.
Self-motivated desire to learn and understand all technologies across the company estate.
Accountability, ownership and prioritizing own workload including backlog tickets.
Flexibility to work outside of core hours when required to support the team in queue management or resolving tickets.

The ideal candidate:

Prior experience of working on a service desk and in a technical support environment.
Prior experience of supporting EPOS terminals in the retail sector.
Ability to work under pressure, flexible, positive, and focused during times of change.
Strong verbal and written communication, robust interaction with stakeholders and other members of the team.
Good analytical and problem-solving skills.
Strong customer service and soft skills using effective listening, understanding and able to articulate the next steps in a confident and professional manner.
Comes with knowledge of O365, Active Directory and Windows Server technologies.
Ability to learn and adapt to new emerges in technologies.
Demonstrable knowledge of an ITSM toolsets, preferably ServiceNow.