Job Purpose:

Provide second-line technical support to clients, advanced applications/ systems knowledge, and the

ability to analyse, diagnose and resolve complex client problems in a Shared Desk environment.

Jobholders are required to respond to a smaller volume of calls and within a longer talk time than

first-level support analysts while also providing a high degree of client satisfaction.

Responsibilities:

·                 Carry out the advanced level of troubleshooting on operating system issues, network availability and reachability.

·                 Provide accurate and creative solutions that meet pre-defined quality measures.

·                 Take enquiries via standard contact channels.

·                 Initiate outbound calls to end users for remote troubleshooting and assistance.

·                 Utilize automated diagnostic programs to solve network issues.

·                 Use helpdesk software to log calls with descriptions of issues, progress, and solutions.

·                 Initial triage and resolution of incidents using various ITSM tools.

·                 Extend technical support to other resolver teams.

·                 Ensure that tickets raised per shift are treated as per SLA and escalate as defined in the escalation matrix.

·                 Train and coach junior colleagues (if specifically instructed by Team Manager)

·                 Provide technical input to knowledge base update/creation where necessary.

·                 Ensure compliance with all management systems for quality, environment, and information security for the dedicated area.

·                 Cooperates in process reviews, improvement projects and audits.

Requirements:

·                 1-3 years of experience in a helpdesk environment

·                 Knowledge of ITIL v3 processes

·                 Advanced spoken and written English language skills.

·                 In combination with another foreign language is a plus

·                 A mix of analytical ability and customer-focused communication skills

·                 Solution-driven mindset when facing problems.

·                 High level of emotional intelligence: Active listening, Self-awareness, Open-mindedness

·                 To be able to use a computer and the main software packages (MS Office 365) confidently.