Are you friendly and organised? Do you like speaking to customers? We are looking for an IT Support Desk Manager/Coordinator to keep our engineers on their toes. You will be responsible for taking calls and assigning them to an engineer. Ensuring the calls are assigned and escalated according to procures and making sure that call logs are updated and closed within our Service Level Agreements. You will be responsible for tracking and following call logs, escalating calls that fall out of SLA and producing daily and weekly call statistic reports.
Most importantly, keeping our customers happy!

Main Duties

Accurate Call Logging of all IT related incidents, problems and service requests and clearing them down by priority
Own all incidents through to resolution
Escalate calls according to impact at the correct times
Successfully follow “Call & Problem Management Procedures”
Chase engineers and keep clients up to date on problem

Essential skills and experience:

Previous Support Desk experience
VNC and other remote software tools
Excellent Customer Service Skills
Microsoft Office
Microsoft Window OS
Microsoft Outlook
Active Directory Administration
Ability to perform well under pressure
Effective Communication skills
Experience of working alone or in a team under supervision, maintaining good working relationships
A good eye to detail, ability to work accurately and efficiently even when under pressure
Ability to complete set tasks with minimal supervision
Tactful and diplomatic when in pressured situations
Uses initiative

Desirable skills and experience:
PC and Laptop builds and installations
Basic knowledge of Mac’s
Blackberry’s
Citrix
Oracle

Salary bracket - £ 18,000 - £ 24,000 pa + benefits ( subject to experience )

Based in Shoreditch

If you fit the above, send us your CV and we will talk!

Contact details

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