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IT Service Desk Support

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Smartedge Solutions

2021-12-03 09:01:58

Job location Barkingside, Greater London, United Kingdom

Job type: fulltime

Job industry: I.T. & Communications

Job description

Role: IT Service Desk Support (onsite role)

Job type : contract to hire 6 months

Location: Nottingham, UK

Short version

  • L2 agent expected to troubleshoot day to day IT related issues via calls, chats and e-mails
  • Excellent English Communication is a must-have
  • Experience in help desk, customer service with problem solving involving hardware/software/network problem diagnosis
  • Good working knowledge of Windows10/Basic MACOS(Basic Understanding), MS Office, Internet browsers, Antivirus and Firewall software, PC hardware, desktop/laptop and peripheral devices (printers, Copiers, scanners)
  • Customer service experience (International Customers) required (minimum 6 mon to 1yr)

Long version

Daily Activities:

  • Providing hardware/software/network problem diagnosis and resolution via telephone/chat/email for end users.
  • Routing problems/issues to appropriate support groups
  • Providing user access in various systems
  • Using the ITSM tool/Ticketing tool to document and manage problems, work requests and their respective resolutions and circumventions.
  • Take part in all Team meeting, trainings etc. as instructed by Operations.
  • Responsible to achieve the daily targets assigned to individual.

Soft skills:

  • Excellent communication skills (both verbal and written)
  • Analytical thinking
  • Great customer handling skills
  • Ability to acquire new information quickly and the willingness to do so at all times

Technical requirements:

  • Good working knowledge of Windows/MAC OS, MS Office suite, Basic Networking, Internet browsers, Anti-virus and Firewall software, PC hardware, desktop/laptop and peripheral devices (printers, scanners)
  • Basic understanding on ITSM tool
  • Knowledge if remote desktop connectivity applications (logmein, TeamViewer, Bomgar, etc.)
  • Understanding of the IT environment and readiness to learn new processes and technologies

Years of experience:

6 months to 1 year of previous IT experience (technical support and customer service)



This job was originally posted on Jora UK

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