Mid-level 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 ServiceNow, 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/MacBook’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