Let’s look at some key responsibilities:

- Provide first-line support by telephone, email, and online support for all IT services, applications, and infrastructure, ensuring effective management of all services defined for resolution at the service desk.

- Work 7.6 hour rotating shifts (38 hours per week) to support hours of operation from 7am to 5pm, Monday to Friday.

- Monitor and maintain policy, standards and procedures for the service desk

- Oversee service requests from end to end, as lifecycle owner, ensuring users are kept up to date on the progress of their incidents and requests as required

- Ensure operational matters are communicated appropriately within the service desk team, operations bridge and to other internal and vendor support teams

- Maintain documents and participate in meetings as required.

Ideally, we're looking for the following:

Let’s look at you:

- You know that by the time people get to you they can be frustrated and feeling confused about how best to fix their problem. Your approachable, helpful, and empathetic style puts them at ease and makes them feel like you can solve anything!

- Sound technical knowledge of IT infrastructure, IT applications, and IT networks.

- Previous experience in face-to-face customer service or in an agile, product engineering led or IT Department highly desirable.

- Strong customer service skills, problem solving skills and a commitment to excellence.

- Any prior knowledge in ServiceNow is a nice to have

- Good understanding of a range of Microsoft Office products