The Role:
Responds to the needs of users and is accountable for:

• Active Directory / UAM - Account creations, file store permissions, group policy assignments and memberships.
• Application Management - User access, user configuration and functionality.
• Training - System usage, application functionality, local and global connectivity.
• Creating, updating, and monitoring of user tickets using E-Ticketing System.
• Incident & Problem Management.
• SLA & KPI Management - Ensure tickets are prioritised, with users are kept up to date on progress.
• Ensure the department procedures are followed at all times.
• Along with the day to day running of the system there are additional tasks to be performed:
• Projects - Take partial ownership, research, and collation of material relevant for a project.
• Documentation - Ensuring maintenance relevance and accuracy.
• Information Security Management - IT systems access, site access this includes but is not restricted to door and alarm control, monitoring telephony and when requested CCTV solutions, assist in investigation of systems violations.

Adherence to company Positive Work Environment Policies, health & safety procedures, and the maintenance of a safe working environment.

The Candidate:

Essential

• 1 - 2 years' experience in a Service Desk Role.
• Excellent knowledge of Microsoft operating systems.
• Excellent Troubleshooting skills.
• Excellent knowledge of Microsoft products (Word, Excel, Access) /0365.
• Knowledge of security / access systems.
• Experience in CRM IT Service desk systems.
• Experience of ITIL / Reporting / Incident Management.
• Experience using remote support tools.
• Must have a clean and valid driving license.

Desirable

• Ability to mentor less experienced peers.
• Ability to manage and de-escalate upset customers, own escalations to resolution.
• Strong analytical, process-oriented, evaluative, and problem-solving abilities.
• Ability to effectively communicate with customers with varying levels of technical expertise.
• Excellent customer service and communication skills.
• Ability to understand and resolve complex technical issues.
• Ability to document process, act as a Subject Matter.
• Expert (SME) and deliver peer training.