Venn Group are working with a market leading Insurance firm for an additional hire to support their service desk department.
This business-facing role is focused on providing 2nd line support for all IT related issues within the Service Desk team. This includes the logging of incidents, investigation of software/hardware issues through to resolution and escalation where appropriate.
Duties and responsibilities
Be the first point of contact in resolving 1 2nd line support calls
- Ensure users are informed of progress at agreed intervals
- Own and handle incidents / problems with various teams through to resolution
- Provide cover to the business from 07:00 – 18:00 on a shift basis
- Provide on-call support from 18:00 – 07:00 weekdays
Essential Technical skills and qualifications
- Prior experience working within a 2nd line Desktop Support role
- Knowledge of Windows 10 or equivalent
- Knowledge of Microsoft Office 2016 including Outlook
- Knowledge and experience with Office 365
- Ability to use helpdesk management tools to log/monitor/close client problems/requests
Preferred skills and qualifications
- Experience working with Service Now
- Basic understanding of LAN technologies
- Basic networking and troubleshooting experience
- ITIL knowledge advantageous