Junior IT Service Desk Technician (FT)

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.

Junior IT Service Desk Technician (FT)
ELR Consultancy

Bournemouth, United Kingdom
Unknown / Non-Applicable
Unknown
Company - Public
Related Jobs

All Related Listed jobs

Crew Member - Part Time
McDonald's Limited Dudley, England Today

As a Crew Member, you'll make it happen, whether you're preparing food, serving on the till or being out in the dining areas looking after our customers' needs.

Cafe Waiting Staff - Full Time
ARTBOX Brighton, England 19720 - 23100 GBP ANNUAL Today

Flexibility and availability to work during our opening hours. This role involves providing the best customer service as well as being the friendly face our

Customer Service Assistant
Stolle Machinery Company Carlisle, England 26000 GBP ANNUAL Today

Arrange urgent direct shipments from suppliers to customers. Handle returns to Stolle Europe, or quality defects from customers & suppliers and arrange

Waiter / Waitress
Crown, Bow London, England 12 GBP HOURLY Today

Full time or Part time - evening shifts and weekends. Weekends are buzzing with revellers joining for a quick pint, Sunday roast lunches, wedding receptions,

Governance and Oversight Associate - Investment Operations
JPMorgan Chase & Co Edinburgh, Scotland 51211 - 63209 GBP ANNUAL Today

Be action and outcome driven to deliver within the given timeframes while dealing with conflicting agenda. Daily review and act as escalation contact for the