DUTIES AND RESPONSIBILITIES

• Act as the single point of contact for client IT support requests and incidents.
• Log, prioritize, and manage tickets through to resolution.
• Provide Level 1 technical support over the phone, chat, tickets and first-contact resolution where possible
• Escalate complex issues to Level 2, Level 3, or specialist teams.
• Receive, log, categorise, prioritise, and assign incidents and requests reported by customers.
• Review and work with Level 2 on implementing changes in standard operating environments.
• Fulfill service requests such as user access, password resets, software installation, and device support.
• Monitor and meet agreed SLAs
• Contribute to customer satisfaction by delivering professional and timely support.

• Research and implement fixes for new issues.
• May work with infrastructure teams and create new solutions.
• Assists with maintaining an accurate Service Desk knowledge-based tool.
• Reports escalations to Incident Manager

MINIMUM REQUIREMENTS

• Minimum of 2 years of experience in a Service Desk, Help Desk, or IT Support role.
• Strong working knowledge of Active Directory, Group Policy, VPN technologies, Microsoft Entra ID, and MacOS environments.
• Excellent verbal and written English communication skills.
• Ability to follow, document, and maintain standard operating procedures and technical documentation.
• Experience providing technical support via phone, email, chat, and remote support tools.
• Strong troubleshooting and problem-solving skills, with the ability to quickly diagnose and resolve technical issues in complex environments.
• Ability to explain technical concepts in a clear and user-friendly manner to non-technical users.
• Strong interpersonal skills with the ability to support, guide, and train end users when required.
• Ability to identify, escalate, and communicate issues promptly to supervisors and relevant stakeholders.
• Demonstrated ability to manage workload effectively and consistently meet deadlines and service level.
• Adaptable and flexible, with the ability to respond positively to changing priorities and business requirements.
• Strong customer service orientation with a commitment to delivering a high-quality support experience.
• Self-motivated, organized, and capable of working independently while effectively managing multiple priorities.
• Dedicated to providing exceptional customer service and maintaining positive client relationships at all times.
• Willing to work rotating shifts, including evenings, weekends, public holidays, and on-call support as required.

Join the A-Team and experience the A-Life!