Uk - Analyst-It Iii Cscojp00091374

Job Title: IT Support Technician
Duration: 3 months with possible extension
Location: London
Rate: £22 per hour

As an IT Admin, your mission will be to provide world-class IT customer service and support to tour clients employees employees. Working alongside our clients IT team, you will support their internal customers, and be an escalation point for the local and regional support team. A solid sense of ownership, immaculate customer service skills, and a proactive mindset is required.

Responsibilities

• Respond to service desk tickets and provide support for reported customer problems, software, and hardware.
• Triage and resolve support requests from internal ticketing and chat systems and escalate higher-level requests appropriately.
• Troubleshooting and support for all end-user issues: mobile, desktop, audio/video, peripherals, etc. Perform problem escalation as required.
• Work closely with the procurement team on inventory management.
• Assist with support and management of our SaaS environment.
• Document your solutions, build how-to guides and maintain documentation.
• Note trending problems and work with IT leadership to seek out and fix root causes.
• Manage process improvement projects related to improving the end-user support experience

Minimum Requirements: ("Must have" Qualifications)

• 3-5 years of Service Desk experience in a regional role that includes ticket workflow and queue management.
• Must have outstanding customer service skills especially supporting remote users over chat, ticketing, video, or screen sharing solutions.
• Proven background in Mac and PC software and hardware troubleshooting
• Experience with Okta, Duo, Jira, Confluence, Slack, Google Apps, MS Office for Mac and PCs, or Zendesk is a plus.
• Project management experience is a plus.

Desired Skills/Qualifications/System Experience: ("Nice to have Qualifications")

• Experience with low- and no-code solutions (Zapier, Okta Workflows), or experience with scripting languages like Python, Bash, or Google Apps Script is a big plus.
• Basic knowledge of audio/video troubleshooting and support.
• Ability to prioritize and address multiple tasks in a dynamic work environment.
• Excellent written and verbal communication skills.
• Ability to participate in a schedule that may include after-hours and weekend support.

If this is the role for you please submit your CV at your earliest convenience.