Desktop Support Specialist

SISL Global; Watford; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading IT services provider in Watford is looking for a customer support representative to provide hardware, software, and network problem diagnosis via telephone. You will coordinate with internal support groups and manage vendor relationships effectively. The ideal candidate will possess excellent communication and customer handling skills, demonstrate resourcefulness, and be willing to learn new technologies. This position requires adaptability to a 24/7 work environment and the ability to acquire new information quickly.

Qualifications

• Understanding of the IT environment.
• Readiness to learn new processes and technologies.

Responsibilities

• Diagnose and resolve hardware/software/network problems via telephone.
• Route problems to internal support groups.
• Manage relationships with vendors and support staff.
• Administer User Access in various systems.
• Document and manage problems using the Call Tracking System.

Skills

Excellent communication skills

Customer handling skills

Resourcefulness

Ability to acquire new information

Willingness to work in a 24/7 environment

Job description

Provide hardware/software/network problem diagnosis/resolution via telephone for customers’ end users

Route problems to internal support group

Coordinate and manage relationships with vendors and work closely with support staff to obtain technical knowledge

Administer and provide User Access in various systems

Use the Call Tracking System to document and manage problems, work requests and their respective resolutions and circumventions

Soft Skills:

Excellent communication and conversation skills (both verbal and written)

Great customer handling skills and resourcefulness, vital for dealing with unforeseen situations

Ability to acquire new information quickly and the willingness to do so at all times

Willingness to embrace the 24/7 work environment

Requirements:

Understanding of the IT environment and readiness to learn new processes and technologies