Key Responsibilities

• Handling service requests in the first instance by either phone, email, helpdesk ticket or user engagement etc.
• Preparing to be the first line of contact for difficult encounters with end users, providing and escalating awareness to appropriate personnel in the event of serious incidents.
• Diagnosing and resolving technical hardware and software issues to the best of your ability and seek assistance when unable to resolve.
• Providing general administration support for company systems.
• Escalating problems to the appropriate levels of support as required.
• Updating customers on problem status/resolution.
• Assisting in the creation of support and knowledge based articles used by IT support staff and ensure this remains current.

Qualifications

• Enthusiastic and interested in Information Technology.
• Preferably a qualification in IT related discipline.

Skills and Experience

• Troubleshooting and route cause analysis.
• Think logically and systematically.
• Previous customer service experience.
• Effective communication and ability to deal with end users.
• Ability to understand and assess users abilities.
• Previous IT Support experience.

Technical Knowledge

• Windows 10.
• Microsoft 365.
• Apple IOS/Android.
• Microsoft Active Directory.
• Remote support Software (e.g. Dameware/Teamviewer).
• IP Telephony (e.g. Cisco Call Manager).
• Mac OS.
• Sharepoint.

TMM Recruitment INDIT

Email:it_team@tmmrecruitment.com