Service Desk Technician

Exponential-e; Bridgend; On-site; GBP 22,000 - 30,000; Full time

Job summary

Exponential-e is seeking a proactive Service Desk Analyst to join our on-site team in Bridgend. You will provide 1st line support to customers, log and triage tickets, and drive issues to resolution within SLAs.

The role rotates across early and late shifts to ensure coverage and on-site presence. Applicants ideally hold CompTIA A+ or are studying towards Microsoft 365/Azure fundamentals and ITIL foundations, with experience using ITIL-based ticketing systems and working with Active Directory

Qualifications

• Experience in using ITIL-based ticketing systems (ITIL Foundation preferred).
• Ideally CompTIA A+ or studying towards Fundamentals level in Microsoft 365/Azure or Networking.
• Strong verbal and written communication skills with customers at all levels.

Responsibilities

• Provide the primary point of contact for Exponential-e customers to record issues and requests.
• Triage and manage contacts to the Service Desk to maximise information capture at first contact.
• Provide 1st line support to resolve issues at first contact where appropriate.
• Work in a shift rotation to provide on-site 1st Line Service Desk support.
• Monitor, manage and own support tickets and drive issues through to resolution.
• Escalate issues to Resolver Groups to resolve quickly and update SLAs / KPIs.
• Communicate with technical and non-technical customers effectively.
• Perform general preventative maintenance on computers, laptops and network platforms.
• Access management and maintenance through Active Directory and Office365.

Skills

1st Line Support

Active Directory

Office 365

Windows OS

ITIL knowledge

Customer service

Job description

This role will involve two early shifts (7am-7pm), followed by two late shifts (12pm-12am), followed by 4 days off Overall purpose of the job:

• Provide the primary point of contact for Exponential-e Customers to record all issues and requests.
• Provide controlled triage to manage all contacts to the Service Desk to maximise the information capture at first contact.
• Provide 1st Line support to Exponential-e Customers to resolve any issues at first contact where appropriate.
• Work in a shift rotation to provide on-site 1st Line Service Desk support to Exponential-e Customers.
• Primarily responsible for monitoring, managing and owning support tickets and driving customer issues through to resolution.
• Engage with the Exponential-e Resolver Groups assigned to support tickets to ensure they are progressed and updated inline with the SLAs and KPIs., Respond to manage the support contacts and tickets as defined within Service Level Agreements.
• Work as a team to deliver timely resolution to customer requests from telephone, portal and email.
• Escalate issues and appropriate Resolvers Groups wherever required in order to resolve an issue as quickly as possible.
• Maintain an understanding of the internal escalation process.
• Maintain excellent verbal and written communication skills with the ability to communicate effectively with technical and non-technical customer at all levels in the organisations.
• To be a highly motivated team player with the skills and ability to manage changing priorities.
• Performs general preventative maintenance tasks on computers, laptops and Network platforms.
• Access Management and Maintenance through Active Directory and Office365 (Account Provision, Account Revocation, Password resets).
  Experience in managing/troubleshooting Windows Desktop Operating Systems and Network solutions at 1 Line level.
• Applicants will ideally be CompTIA A+ or studying towards Fundamentals level in Microsoft 365/Azure or Network.
• Experience in using ITIL based ticketing system (ITIL foundation preferred).
  Founded in 2002, Exponential-e swiftly established itself as a UK Cloud, Connectivity and Communications pioneer. Throughout our history, a focus upon leveraging leading-edge technology to deliver profitable and innovative services to our clients and prospects has resulted in industry and peer recognition for our ground-breaking approach, a truly world-class ICT services company.

We're a company of innovators who think big and achieve bigger! Our people are crucial to the continuing success of our company. From our CEO to our new Graduates, each of our people demonstrates our PRIDE principles which are at the core of everything we do., Our people are what makes Exponential-e Group the company it is today. This year's employee survey highlighted that 81% of employees who took the survey, would recommend a friend to work for our organisation. Learning and development are fundamental parts of daily life at Exponential-e. From their first day at the company, everyone is provided ample opportunities to develop their skills and broaden their horizons, with our own L&D team running a range of bespoke courses, based on the latest innovations and challenges across the digital landscape.

Exponential-e Group is committed to providing equal opportunities in employment and treating all employees with respect and dignity. The company respects and values the diversity of its staff, striving to maintain an environment where there is opportunity for everyone to feel valued, their talents to be utilised and for both personal and organisational aspirations to be met. Every employee plays a vital role in helping to create an inclusive working environment by understanding and harnessing difference in a positive way.