IT Support / Service Desk Technician

IT Customer Support Analyst - On-Site role London – Covering the London and Kent area Must be a car driver as you will be expected to travel between sites on occasion – travel compensated at £0.ITIL Foundation desirable Experience in a customer facing IT role Experience working within an IT Managed Service environment PC’s, Audio Visual, Mobile Phones, Telephone systems Experience working with ITIL service and support processes Strong analytical and diagnostic skills for problem resolution and root cause analysis Excellent knowledge of Microsoft products Any experience supporting business applications would be an advantage Ensure that all the Service to your offices and customers are delivered in a customer centric manner that is also secure, efficient and cost-effective. Help our customers with questions and allow them to get the most out of our systems by resolving their issues so they can focus on what is important Provide high quality support to customers by email, phone and in person Record, update and resolve support tickets and service requests Configure, distribute, maintain and dispose of IT equipment according to established processes Support the use of office IT equipment including meeting room technologies Resolve 1st and 2nd line application issues and manage the 3rd line support where necessary Delivery engaging training & awareness sessions to groups of customers Providing a point of escalation to ensure issues are managed efficiently and proactively ensuring minimum impact on staff that use the IT Services Being the champion of IT in the region, ensuring that a positive message is given to all and dealing with any dissatisfaction in a professional and positive manner Build strong relationships with our IT Managed service providers ensuring that we work as one team in the interest of the customer Work with the Head of Service and IT Service Lead to build and implement a customer engagement plan that delivers measurable improvements in service and raises the perception of customers Ensure that the Service Documentation and Processes that support the services are up to date and an accurate representation of the environment Genuine Work Life balance 33 days holiday Inc. bank holidays, plus the opportunity to buy or sell up to 5 days (28 days on a training contract, with the opportunity to buy 5 days) Competitive salary package Employee Recognition awards. A new and improved programme for Succession planning and supportive management structure to help you realise your potential.