About the role

We currently have an opportunity for a Service Desk Trainee to join our team and work in a supportive and professional environment.

This role will be providing first level IT technical support on software, hardware and network issues working with a fun and motivated professional team. The focus of your role will be to follow documented processes to achieve high resolution rates within defined service levels.  We are looking for someone who is passionate about providing their customers with a high level of service and support.

Key accountabilities will include:

• Accountable for and actively contribute toward the achievement of Customer Service Levels.
• Provide high quality technical support over the phone
• Monitor telephone queues & answer calls within stated guidelines
• Record and update calls (via phone, email & web) accurately in the Enterprise Toolset
• Provide resolution over the phone through investigation and diagnosis, using remote system management tools
• Assign records accurately to resolver groups
• Liaise with internal and external vendors to satisfy customer queries
• Actively contribute content to the Knowledgebase
• Actively pursue Continuous Improvement initiatives to improve the overall performance of the service desk

About you

To be successful in this role you will have previous experience working in an outsourced service desk environment with demonstrable experience supporting the following technologies:

• Microsoft Operating Systems
• Microsoft Office
• Windows Server (Active Directory and MS Exchange)
• Experience with commercial call logging tools such as ServiceNow

You will have practical experience in delivering to Service Management disciplines with ITIL experience preferred. You have experience providing support to user via phone and email along with experience achieving KPIs and service level targets. You will work well under pressure and be able to deal with high priority issues. You will have excellent problem-solving skills and be able to work independently. You will have excellent communication skills and are enthusiastic about customer service.

In alignment with our commitment to fostering a flexible and dynamic work environment, we have adopted a hybrid working approach that acknowledges the importance of in-person collaboration while recognising that the determination of your work location will be based on a range of factors to ensure both individual preferences and operational requirements are met.