Job Responsibilities

• Carry out front line support and troubleshooting with clients by identifying and addressing usability problems.
• Respond quickly to incidents and ensure that the client is kept informed.
• Log incoming support issues and coordinate with support staff if necessary
• Document resolutions for future reference using the company’s systems
• Assist in project implementation where required.
• Deliver personal KPI’s.
• Build excellent relationships with key clients.
• Produce reports
• Attend meetings as required.
• Deliver a high level of service to clients.
• Escalate to the Service Desk Team Leader any issues that require attention
• Ensure the knowledge management and data capture processes are adhered to.
• Ensure that the company’s Information Security Management System is adhered to.
• Ensure the company’s systems and procedures are followed.
• Participate in the on-call 24 support rota if required.
• Understands business etiquette and confidentiality.
• Observe company procedures and protocols.
• Attend training courses, company meetings and other team events as required.

Skills & Knowledge

• Previous experience in a remote IT support role and/or IT service desk.
• Experience in the operation of Microsoft office systems including word-processing, spread sheets, databases, presentation software, email, and internet.
• High level of expertise in modern Microsoft Windows desktop environments. Some expertise in general administration of modern Microsoft Server environments.
• Office 365 experience is essential, ideally management within a Cloud Solution Partner environment.
• Good organisational skills and an ability to work under pressure.
• Can balance priorities to meet strict daily deadlines.
• Strong attention to detail in analysing client systems.
• Strong interpersonal skills to work with both technical and non-technical personnel at various levels in the company.
• Ability to communicate clearly and concisely both verbally and in writing.
• Ability to work independently and in cooperation with others.
• Flexibility in assigned working hours and ability to travel.
• Can exercise confidentiality.
• Microsoft certification desirable but not essential.
• Energetic and positive approach to rapidly evolving changes and challenges of a complex workplace.
• Experience of monitoring client systems and filling out monitoring reports.

Location: Hull

Wage: £25,000-£30,000. 40 hours per week between 7am-6pm

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