IT Software Support

Quality is fundamental to us as is expectations to achieve total customer satisfaction. Preferably you will have experience of working in a busy IT support role, however, this is not mandatory.

Attitude and willingness to learn are important.

• Managing Support Incidents / Cases through Phone, Microsoft Teams and Email.
• Diagnosing and reacting appropriately to support requests and system alerts.
• Completing assigned tasks on time and managing own tasks.
• Communicating progress and problems both internally and to client contacts.
• Maintaining good client relations and delivering excellent customer service.
• Administration including maintenance of client system records, incidents and records.

Personal Abilities:

• Good communicator – face-to-face, telephone, written, email.
• Able to converse with non-technical clients on IT issues and convey meaning without jargon.
• Able to build and maintain good relationships with clients and colleagues.
• Able to manage and prioritise own tasks and helpdesk issues.
• Timely reporting of progress on helpdesk issues and escalation to second-line as required.
• Able to learn new skills, products and techniques and to adapt quickly.

Individual Qualities:

• Reliable, responsible and trustworthy character.
• Self-disciplined and able to work on own initiative.
• Positive, proactive and motivated.
• Determined, tenacious problem-solver yet with a clear understanding of own limitations.
• Adaptable and flexible team player.
• Possessing a professional, polite manner and tolerant of end-user frustrations.
• Enjoys interacting with others (clients and colleagues).
• Genuine care for clients/users and a desire to solve their IT problems and issues