Join a world class technology leader right on your door-step.  We pride ourselves on innovation, quality and commitment to first-class service.  We offer digital enablement services, global IT solutions and managed services.   Our Group already boasts  ICT solutions and services  in more than 70 countries worldwide.  A key priority for all our business are developing, empowering and collaborating with you, our people.  We have retained TalentJuncture to introduce us to like-minded enthusiastic, energetic and confident people, looking to work with us and become part of our formidable teams across the globe. 
 
As a professional, diligent team player, you are self motivated with the ability to work on your own. Your high level of customer service as well as 1-2 years’ experience working in a managed services or similar IT environment will serve you well in this first step into the MSC support centre with future opportunities to progress into the technical teams.
 
Key Purpose of the role
 
Handling mainly back office activities, with some customer interfacing responsibilities including email management from customers, 3rd party suppliers and resolver teams within the wider business, updating customers on incidents, alerting customers to any events and the day to day tasks required to support the 1st Line engineering team. You will perform these duties for both networking and computing customers.
 
Key Responsibilities include:

• Monitoring and distributing incident calls to ensure that the appropriate action is being taken to meet SLA.
• Handling incoming emails from customers ensuring they are acted upon in a timely manner.
• Updating customers by telephone or e-mail on the progress of a support call or to ask for additional information.
• Alerting management – monitoring alarms opening tickets in ticketing system and notifying customers of an event within defined SLA’s.
• Contacting third party suppliers to log support calls, get updates on open support calls or request technical advice.
• Liaising with logistics to ensure spares are delivered to a customer site where required.
• Working closely with resource management to organise engineer to site where required.
• Managing phone calls from customers, ensuring they are made aware of what action has been or will be taken to resolve their issues.
• Liaising with internal departments, vendors and suppliers where required.
• Identifying and recommending improvements for the Technical Service Desk operation.
• Actively seeking to improve and grow own skill and knowledge in appropriate areas.
• Carrying out simple remote diagnostic tests and checks when incidents are logged by customers.

 
 Key experience required:

• Exposure to a wide range of technology and possess qualifications in (or studying towards) CCNA, CCNP, MCSE, MCSA etc ideal.
• Graduate or qualified by experience
• Need to hold the Vendor associated accreditations as appropriate to your area of expertise. 
• At least one year’s experience in an IT Service Desk or Helpdesk role or an equivalent IT degree.
• Numerate and literate with an eye for detail.
• Broad understanding of IT infrastructure, networking or servers and peripherals.
• Good PC skills, MS Office packages 

The Candidate:
The ideal candidate will display a detailed and accurate approach to undertaking all duties. You should have professional verbal and electronic communication abilities. As a good listener, you will show an ability to communicate technical issues and resolutions to people of varying technical levels.
 
In additional you should be able to work with minimum supervision and to maintain a high level of motivation and productivity. You should possess the ability to prioritise while under pressure as well as be able to deal with high impact, high profile, incidents and deal with senior level technical engineers.

On offer is access to competitive compensation and benefits for yourself and your family and an opportunity to work for a company who nurture their people and encourage growth and fresh ideas.