The key purpose of this role is to resolve desktop and application issues and requests to a high standard, you'll be required to continually learn new skills in order to support a 'shift left' culture.
For this role we are looking for a natural trouble-shooter with a talent for multi-tasking and prioritising workload. You will be a high motivated person who is passionate about delivering an outstanding service, resolving IT issues and requests to an extremely high standard for Openwork Colleagues and Adviser Firms.
This is a hybrid role based in our Swindon office - given that restrictions have now lifted, we will ideally be looking for the successful candidate to be based in the office 2-3 days a week, with the option to work from home the remainder of the time.
Your responsibilities
- To ensure an exceptional level of customer service and satisfaction is always met.
- Accurate ticket logging of all IT incidents and service requests whilst managing your ticket queue, making sure calls are prioritised and closed within SLA.
- Managing calls to the agreed quality standard, including answering the call with standard greeting, correct triage of call, explaining next steps, if necessary.
- Performing remote troubleshooting through diagnostic techniques and triaging calls, to a high standard.
- Supporting a multitude of technologies such as, Audio Visual, desk & mobile phones, laptops, Microsoft dynamics and Office 365 as well as Inhouse applications.
- Make judgment calls on problems that should be escalated to management.
- Escalate major incidents to IT management quickly and clearly, obtaining as much detail about the incident as possible including impact.
- Contribute towards the internal Knowledgebase helping to create documentation.
- A strong commitment to continuous service improvement. proactively identifying areas where the service desk can Improve their service offering and the customer experience.