Providing helpdesk services and support for customer systems and infrastructure up to 3rd level across a varied range of systems, but mostly Microsoft-based; in line with business requirements and to agreed SLA objectives.
Liaising with the customer and 3rd party support and operations teams
Monitoring and maintenance of customer infrastructures and security.
Providing application/ hardware configuration, deployment and technical project assistance and guidance for internal and customer projects.
Flexible attitude to working, some weekend/evening work may be required, including participation in an on-call team.
Effective time management and note-taking through ConnectWise.
Experience using ticketing systems such as ConnectWise and ServiceNow.
Communicating with customers, via the appropriate channels, always ensuring the written and verbal communication is professional and meets our standards.
Ensure appropriate adherence to performance targets, including KPIs and SLAs.
Build excellent working relationships within the Service Desk team(s), with other teams within the Managed Services Department, as well as within the wider organisation.
Work with Team Managers, Team Leaders and Account Managers to ensure positive outcomes for our customers.
