Junior Support Technician

Job Description

Duties include:
IT Helpdesk 1st line response and onboarding of support call into ticketing system. Ticket resolution or escalation to 2nd line
Review daily priorities and take appropriate action to ensure results are achieved
Assist in the development and growth of the Support Management function
Ensure working practices are well defined and operational with minimal disruption using technology to improve efficiency as appropriate
Implement business objectives and targets within the function
Provide input to the business on customer service strategy and support challenges
Liaison with the internal functions including sales and implementation, as well as 3rd party vendors
Ensure high quality, up-to-date documentation exists and is kept up to date

Skills and experience required:
Experienced in working within a customer facing support function within a IT services delivery environment, although candidates with a broad understanding of IT systems, desktop hardware and applications, especially MS Office, and an awareness of Microsoft Servers and Active Directory services will be considered
6 month’s work experience in an IT related environment
Follow up on and take responsibility for unresolved issues or escalations
Able to work within Service Level Agreements and Operational Schedules
Effective interpersonal and communication skills and able to work on own initiative to resolve issues
Able to thrive under pressure
Excited by the Internet and emerging technologies