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Form of workRole: ICT Service Desk (L4, 5 and 6 )
Our ICT Service Desk team are dedicated to delivering exceptional services to our stakeholders and ensuring their technology needs are met efficiently and effectively. You will be a key resource supporting the corporate desktop environment using your initiative to provide quality customer service for problem solving, advice and support. The work is dynamic with phone, in person and onsite support for customers and includes opportunities to work directly with technical specialist teams on resolving complex issues, performing upgrades and delivering projects. These experiences will grow your skill set creating pathways to build a successful IT career.
Key Responsibilities and Tasks
· Respond to customer inquiries via phone, email, or chat in a professional and timely manner
· Diagnose and troubleshoot technical issues related to hardware, software, and network connectivity
· Provide step-by-step guidance to customers on resolving technical problems
· Collaborate with our technical support team to escalate and prioritize complex issues
· Maintain accurate records of customer interactions, issues, and resolutions in our ticketing system
· Assist in customer onboarding and training on our ICT solutions
· Proactively identify opportunities for improving customer satisfaction and service quality
Core Skills / Education, qualification and experience requirements
While there are no mandatory requirements for these roles, a blend of the following skills and experiences will be highly regarded:
· Demonstrated customer service experience
· A positive attitude towards learning and applying new skills
· A positive approach when finding solutions for complex issues
· Ability to prioritise to meet operational requirements
· Excellent written communication skills for documenting issues and processes
· Experience in desktop support, incident or problem management
· Knowledge of, or certification in, IT Service Management certification (ITIL)
· Ability to work independently
· Ability to follow documented processes
· Proficiency in using service delivery tools to manage tasks and track progress
