Reporting to the IT Service Desk Manger, you will:
- Ensure IT Services are supported and maintained.
- Provide day-to-day 1st level IT Service Desk support to users via phone and IT Self Service Portal
- Record and update incidents and service requests utilising Service Now in alignment with SLA guidelines
- Monitor telephone queues and answer calls within SLA guidelines
- Provide first call resolutions to incoming calls where possible using knowledge base articles
- Identification and escalation of High Priority incidents as required
- Microsoft Operating System support (Windows 10 & 11)
- Microsoft Office Application support
- User administration using Active Directory, etc.
- Delivery of support within an ITIL framework
- Applications deployed via Citrix
- Lotus Notes and Office 365
- Mainframe (ZOS) and PSeries (AIX) operating systems
- Retail Systems including Point of Sale equipment
- Warehouse Management Systems and Financial Systems
- Supply chain industries (retail, wholesale, distribution, transport)
- A positive and 'Can do' attitude to work
- Be a dedicated team player with high customer focus and excellent communication skills
- Some flexibility in working hours
- Be able to build and maintain positive relationships with other staff, users and suppliers
- Be able to work independently and to use initiative and judgement to solve problems effectively and achieve results
