The role

Reporting to the Tier 2 Team Leader, your main duties will be to ensure the progression and swift resolution of calls logged with the Service Desk and delivering superior services in line with Service Level Agreements whilst managing client expectations.

Throughout the service desk process, you will remain the single point of contact with the customer, maintaining ownership of the original fault and acting as the main point of contact between the customer and ITRM, providing timely updates, ensuring the fault is assigned the correct level of priority and attention.

This is a demanding support position, which calls for excellent customer service skills, the ability to articulate solutions clearly and confidently to end users and a broad technical knowledge across a range of technologies.