Your Responsabilities

Manage all Incidents and service requests within SLA
Log Incidents and Requests accurately in the PSA Tool (Autotask)
Resolve technical problems with software applications or network systems
Record all actions, updates and time in a clear and concise way in the PSA Tool (Autotask)
Ensure call handling/quality, ticket management/quality, resolution of issues meet the required standards
Escalate incidents to higher level when unable to resolve
Create new/update existing Knowledge Articles within documentation platform (ITGlue)
Assist with Problem Management activities, supporting a drive to reduce unnecessary/avoidable contacts to the Service Desk
Always consider the experience of the end user and strive to make every contact with the Service Desk a positive experience in as far possible
Must be a self-starter capable of working on one’s own initiative

Your Experience And Education

1-2 years in a similar role
MSP background
Excellent Troubleshooting skills and must be able to demonstrate by way of example
Fluent English and excellent written, verbal communication skills with attention to detail
Able to think through, communicate and present information effectively to all levels within the organisation
IT qualification Diploma/Degree
Microsoft Certifications desirable
Active Directory Administration
Office 365 Administration
Excellent Desktop skills

Please APPLY directly or contact me on [email protected] for further details.

IT Support L1

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