Service Desk Technician - Rotating Shifts (1st Line IT)

Exponential-e

Bridgend

In loco

GBP 22.000 - 30.000

Tempo pieno

7 giorni fa

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Descrizione del lavoro

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

Competenze

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.

Mansioni

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.