KEY RESPONSIBILITIES:

• To take ownership of issues by carrying out a problem analysis to implement temporary or permanent fixes to restore service to the customer as soon as possible; escalating incidents to other Support Teams where necessary.
• To accurately record, update, and document requests using the IT Service Desk System. To install and configure the new IT equipment. To resolve incidents and upgrade different types of software and hardware. To resolve incidents with printers, copiers and scanners.
• To maintain a first-class level of customer service ensuring that all customers are treated efficiently and appropriately.
• Maintaining customer satisfaction.
• Exhibit a flexible approach to working rotationally and provide necessary cover where needed.
• Manage asset registers and data lines.
• Performing daily/weekly/monthly checks and checking backups.
• Application configuration and support.
• To work within the relevant legislation, policies and procedures.
• To contribute to Inspired Group IT Projects.
• Organization Responsibilities
• This position reports to the IT Manager- “region”.

WHAT WE’RE LOOKING FOR:

Hard skills:

• Educated to diploma or certification level
• Previous experience of working in an IT Support role, preferably 3+ years
• ITIL experience
• Advanced knowledge of Microsoft Windows 10/11, Windows Server 2012 or higher, macOS, ChromeOS, Linux, Android, and iOS operating
• Server administration experience
• Excellent IT skills and computer literacy
• Previous experience in a customer service role
• Advanced level in English (both written and verbal)

Soft skills:

• Excellent verbal communication skills with the ability to communicate effectively with technical and non-technical Colleagues at all levels in the Organization
• Can handle conflict
• Ability to think analytically, conceptually, and systemically to resolve problems, make decisions
• Attention to detail
• Punctual and time-focused