• Provide the customer interface to IT Services via counter services, telephone and electronic communications. • Take responsibility for the handling of incidents and service requests to proactively seek resolutions for customers.• Delegate incident and service requests which cannot be resolved at first point to the appropriate group, retaining ownership through to resolution.• Provide 1st line technical support using advanced diagnostic techniques tools, system administrator rights… Show more • Provide the customer interface to IT Services via counter services, telephone and electronic communications. • Take responsibility for the handling of incidents and service requests to proactively seek resolutions for customers.• Delegate incident and service requests which cannot be resolved at first point to the appropriate group, retaining ownership through to resolution.• Provide 1st line technical support using advanced diagnostic techniques tools, system administrator rights and remote control of desktops to resolve incidents as quickly and effectively as possible and within agreed targets for first point of contact resolution. Show less

Provided technical support to customers via telephone and email.Investigated and resolved technical issues or escalating as required.Collaborated with the support team to uphold and improve standards and processes.Provided out-of-hours technical support as required via the on-call rotation schedule on weekends and bank holidays.

Being the first point of contact for customers seeking technical assistance over the phone or email;Qualifying and documenting the problems raised by customers;Responsible for handling support of service requests which relate to all technology including; workstations, servers, printers, networks, and vendor specific hardware and software.Provide remote and telephone support for client networks and applications.

Act as first point of contact for clients experiencing technical issues, escalating calls as necessary to ensure speedy resolution.Install and configure client computers and servers. Including hardware, operating systems, and applications.Follow or create new documentation to repair faults or set up systems.Providing out-of-hours technical support as required via the on-call rotation schedule.

Answer calls and emails rapidly ensuring that support tickets are raised and categorized appropriatelyProvide a re-assuring, polite and friendly point-of-contact for our customersIdentify and manage the timely escalation of tickets that have been allocated to you but need additional resource within the support teamProvide expert technical assistance to our client base

Conducted research, compiled and typed statistical reports, synthesised information and provided excellent communication to disseminate information throughout organisation.Managed and controlled office supply inventory to ensure timely ordering or requisition of depleted or low-level stock.Organised files, developed spreadsheets, faxed reports and scanned documents.

Business-to-Business calling to generate leadsAchieving lead targets and objectives set by managersDatabase management and quality assuranceParticipating in training sessions with a willingness to learn and develop IT skills