Senior Service Desk Specialist

Job Overview

To provide 2nd line technical support to internal employees, assisting them with problems via phone, email or onsite visits with professionalism and efficiency, maintaining a high degree of customer service.

Duties and responsibilities

Provide exceptional Customer service support to the business either face to face or verbally escalating to the Service Desk Manager where necessary

Work towards achieving SLA targets for the service disciplines (incident and request)

Prioritising and managing workload effectively, utilising Service Now, which may include mini projects simultaneously

Take ownership of assigned incidents/requests, resolving, or fulfilling to the end Customer

Ticket management, providing clear and regular updates on progress of assigned tickets through to closure

Provide solution(s)/work around(s) to incidents and problems

Ensure operational procedures are adhered to and, where appropriate offer recommendations for possible improvements/enhancements

Knowledge management – Creation of simple knowledge articles and imparting knowledge to colleagues

Carry out systems & performance monitoring

Carry out trend analysis and problem management

Establishing and maintaining excellent working relationships with the business and 3rd parties

Installing authorised software to laptops and mobile devices

Ensuring all logs for equipment (asset management) and users are maintained

Review of patching and anti-virus

Work with a variety of business and technical teams to enhance service

Supporting users on both hardware and Software applications

Laptop and mobile device build and deployments

Answer 1st line calls when required

Technical Skills

Good knowledge of Microsoft Active Directory, O365, InTune and Azure

AV / teleconferencing experience (Teams/Zoom/Cisco/Immersive)

A basic understanding of networking

Printing/Scanning:
Multifunction / MFA / MFP / Zebra

Imaging/configuring laptops and iDevices (iPhone/iPad/Mac Book’s)

Remote Access tools such as Bomgar and Remote Desktop

Good understanding of PC hardware and software set-up and configuration

Any relevant IT certification would be beneficial

Provide training/mentoring to other members of the team, hands on and presentation based

Other Skills

ITIL v3 Foundation level is a minimum requirement

Experience interacting with Senior Execs/Board level up to and potentially including the CEO

Smart business attire – Attention to appearance

Experience of working in the luxury fashion industry would be beneficial

Conflict management skills

Communication skills (written and verbal) – Must be able to clearly and concisely articulate information to all levels in a ‘layman’s’ language

Attention to detail is a necessity

Organised and structured working methodology

Preparing documents, meeting materials and correspondence

Performing basic administrative support duties, as required, to meet specific operational objectives

Performing miscellaneous job-related duties as assigned by IT management

Being adaptable to working extra hours to meet deadlines, as required on rare occasions

Providing assistance and support to colleagues in IT-related matters

Enthusiastic individual who is up for a challenge