Service Desk Consultant
This client is an established value-added reseller of complex IT solutions. As part of the strategy to grow the business we have invested in a service desk to deliver support services to our customers and managed the services of Hybrid Cloud solutions. We are looking for an experienced individual to deliver the on-going support and service to customers, as the business demand grows. The role will also integrate with the wider business team and cover Office365, CRM, Website and Social Media management & administration. Responsibilities; Daily management of the Service Desk and reporting structure Customer on-boarding and service management scheduling Registration and management of third-party vendors required for the service Technical Solution resolution Vendor / Technical team response SLA management and reporting Escalation management Collation of customer feedback Customer infrastructure environment Health Checks, Quarterly reviews Office365 and CRM administration Website and Social Media content administration/management Skills/Experience; At least three years’ experience working as a member of a service desk team ITIL Foundation qualification or experience/understanding of ITIL Service Management A broad & up-to-date understanding of datacentre infrastructure, including servers, virtualisation, switches and storage arrays. Technical competence in terms of data analysis & using service desk tools Desirable to have experience with Hyperconverged technologies (SimpliVity & Nutanix), IBM Storage, HPE & Lenovo Servers, VMware, Hyper-V and public cloud services. Education will be provided for the technology portfolio and the achievement of relevant accreditation is expected Clean & valid driving license Personal Attributes; Demonstrate a strong culture of Service Excellence & Improvement Understand the value of the Service Desk to us and our customer Build relationships with customers, suppliers and internal teams Understanding of prioritisation and delivery against competing customer needs/demands Excellent management and organisational skills Desire to innovate and improve service Excellent verbal & written communication skills Committed and flexible team player Willing to respond to short-notice business needs. This is a great opportunity gain experience of working with a multi-vendor Business Partner and contact a wide range of clients.