Provide a first class level of customer service to all internal users and provide an initial resolution of these incidents where possible (as far as you can possibly take it) and where not, escalate detailed calls accurately to the appropriate support team.

• Capturing incidents by phone or email within a timely fashion.
• Ensuring that full details of the users request are captured within the call management software as well as a detailed description of any actions taken with the user.
• Ensuring that the correct priority level is assigned to the call.
• Assisting in the training of new members to the team.
• Target personal SLA and business SLA’s as may be defined.
• Work within company security guidelines and policies as may be defined.
• Liaising with infrastructure and business related IT incidents to the appropriate support groups and assist in managing and communicating major incidents.

You will be on a shifts rotate covering the times below:

07:30am-15:30

08:00am-16:00

08:30am-16:30

09:00am-17:00

10:00am-18:00

• Displays excellent customer service skills.
• Previous customer service background is essential
• Ability to work under pressure
• IT experience in the Financial sectors or supporting a user base 450 users +
• Proven organisational skills and ability to prioritise workload using own initiative.
• Excellent interpersonal skills with a high standard of written and oral communication.
• Displays solid troubleshooting and analytical skills.
• Experience of the following technologies essential; AD, Exchange, Citrix, MS Office 2010, Windows 7.
• 2010/2016 MS Office knowledge - Outlook, Word, PowerPoint and Excel.
• Desirable:
• VDI/Thin client support
• ServiceNow
• Virtual Machine Manager.
• Citrix Director.
• ITIL certified
• O365
• Skype for Business

Whatever your role, we reward ability, performance and attitude with a package that looks after all the things that are important to you. Our employees have a wide range of benefits including a generous pension scheme, life assurance, 22 days’ (with potential to rise to 26 days) holiday, discretionary performance related bonuses, paid overtime, discounts at both a huge range of high street stores and our own great products, your hard work will be rewarded when you join us.