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Form of work
SalaryWe are currently recruiting for a Service Desk Support Consultant to work with our client permanently in Warrington.
As a Service Desk Support Consultant, you will play a crucial role in providing exceptional technical support and will be responsible for making sure that services are being seamlessly delivered to our clients, strategic partners and the internal team.
The ideal candidate will be hands-on and will be very involved in the day-to-day operations of the Service Desk, and will also work with the business to grow the function.
Responsibilities
• Act as the primary Service Desk contact for the customer and manage customer expectations.
• Ensure all engagements drive the customer's experience in line with the contracted services and
contractual obligations are met in terms of the performance provided to the client.
• Providing technical support to internal and external customers and partners.
• Log support cases in the helpdesk ticketing system.
• Ensuring a timely response to issues and incidents.
• Carry out triage on cases determining priority and categorisation.
• Assist the consultancy team in root cause diagnosis.
• Resolving customer issues, incidents and problems where feasible, through product knowledge and technical investigation.
• Develop trusted relationships with clients and stakeholders responsible for services.
• Ensure adherence to service management principles - ITIL led; Configuration management, problem management, change management, IT helpdesk function, release and version control.
• Have a complete understanding of the company's wide range of product and service offerings, including associated processes.
• Understand interdependencies between technology, operations and business needs.
• Manage, support and develop the Service Desk to support the business and our customers, during agreed service hours and to agreed SLAs.
• Deliver appropriate and effective executive-level communication.
• Produce and update technical documentation.
• Assisting with hardware builds, including desktops, laptops and phones.
• Supporting Starters, Leavers, Mover’s process.
• General internal infrastructure and hardware support.
Skills and Experience
• 5+ years in Service Desk function with experience in managing and enhancing a Service Desk function and associated ticket queues.
• A logical problem solver and thinker with the ability to troubleshoot technical issues and carry out
problem determination.
• Understanding of Software Asset Management.
• Demonstrate solid technical knowledge and the ability to learn.
• The ability to work accurately to deadlines with very good prioritisation skills to balance key priorities.
• Expert knowledge of ITIL V4 best practices (including formal qualification).
• Understanding of Information Security awareness ISO27001 / Cyber Essentials.
• Ability to deal with multiple tasks.
• Knowledge and experience of Microsoft packages, including Project, PowerPoint, Word, and Excel.
• Proven experience in building strong and professional relationships with key client staff, partners, and internal colleagues.
• Broad knowledge of IT Infrastructure and managing software delivery.
• Comfortable working in a fast-paced environment and delivering against multiple objectives.
• Strong communication skills, both written and verbal.
• Able to create and present service management reports, with a keen eye for attention to detail.
• Experienced at managing multiple stakeholder groups and balancing diplomacy and tact with
assertiveness.
• A strong customer-centric approach.
• Previous experience in software delivery and/or delivering project services to multi-client environments.
• Self-motivated, with the ability to adapt to change and competing demands.
Salary is negotiable depending on experience.
Office-based role.
Horizon Recruitment Solutions Ltd is an equal opportunity employer and is acting as a recruitment agency concerning this vacancy.
