Service Desk Consultant

About Version 1
Version 1 is an established IT services company, which has operated successfully for the last 10 years. Over the years we have developed a reputation as a high quality supplier of software, training and consultancy services. We work with a broad range of organisations in the public and private sectors in the capacity of consultants, developers, implementers, advisors, trainers and maintenance and support providers. We currently have over 200 consultants working in a range of technologies and we need to grow this number as we continue to win new and exciting projects.

Role Description
• Initial support via phone calls and emails and classification of requests and incidents
• Incident and request recording within the Service Desk tool
• Escalation of priority and urgent calls to Service Desk Manager where appropriate
• Producing internal and customer reports
• Performing system health checks and monitoring system availability
• Keeping impacted users informed about progress, updating clients with feedback and closure details
• Call queue balancing and allocation review
• Reviewing and maintaining change request details and chargeable/billing effort for monthly invoicing purposes

You will have the following skills and experience:
• Strong Customer Service Skills with a minimum of one years’ Service Desk experience
• Good organisational skills in a deadline driven environment
• Excellent interpersonal skills with a proven track record in delivering creative solutions to customer satisfaction issues
• Good understanding or desktops/printers
• Flexible approach to work pattern
• Fluent English essential with excellent telephone manner
• Excellent communication skills (both written and oral)
• Proven track record of reliability and attendance
• Ability to multitask and prioritise duties
• Positive attitude and willingness to work
• Computer literate and knowledgeable

The following would be an advantage:
• Development and/or DBA knowledge or background beneficial (Oracle, SQL)
• Experience working with Excel

Education required:
• IT related degree preferred
• ITIL Foundation Certified desirable

By registering your application you have agreed that the information contained in your application may be used by Version 1 to confirm references, verify educational background and for any other purpose regarding your application for our recruitment requirements. You agree that your personal details may be held and processed both electronically and manually for the purposes of recruitment administration. If your application is unsuccessful, we may hold your application and the information contained. The purpose of this storage is to enable us to provide feedback to you on applications and to enable us to facilitate further applications. In terms of the Data Protection