Jobid=7c5e3a868773 (0.0273)
We are a global provider of IT Resources, IT Managed Services and flexible, ad-hoc IT Resource and Project Support. With offices in the UK, Europe, India and the US, we have clients spread across all 6 continents. Our team is at the heart of our business, we are proud of each and every one of them. Provide 2nd Line onsite desktop and application support services to end users · Take ownership of personal ticket queues and support colleagues when necessary to improve customer satisfaction whilst achieving contractual SLAs · Operate cohesively with the service desk team to maintain service levels · All work undertaken must be logged via a Service Desk Reporting Tool and this must be kept up to date and accurately and clearly indicate the incident details and remedial actions taken. · Escalate all critical and high-priority incidents to line and senior management · Report recurring incidents to problem analyst teams and line management · Builds effective relationships both within the team and across the business scope · Experience of operating within a Service Desk environment and team, supporting users either remotely or onsite and managing tickets through an Incident Management tool Excellent all-round knowledge of Windows Desktop Operating Systems, with recent support experience in Windows 7 and 10 Excellent support experience with mobile devices e.G. tablets and smartphones running iOS and Android OS Strong background in supporting latest Microsoft Office suite on Windows and Mac platforms with recent support. Enterprise level support of Active Directory and Exchange for troubleshooting, configuration and administration activities Previous experience in the creation of technical support documentation Enterprise support of Microsoft Office 365, desktop and Admin Exposure to Infrastructure technologies – Server, Networks etc Working knowledge of Mac OSx, Latest Windows OS (preferably A+, MCP or MCSE qualified) and related Office applications. Basic experience of Support/administration of Windows servers Installation, configuration and troubleshooting of hardware and software. Minimum 3-5 years’ experience in 1st and 2nd level Support, at least 3+ years at level 2
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