Job Description

We have an opportunity for someone to develop their career as an IT Support Associate based in Slough. This role is important as you\'ll be responsible for resolving IT incidents and Service Requests, providing excellent customer service to end users and enable business outcomes.

What will you be doing?

As an IT Support Associate, your responsibilities will be as follows:

• Receiving and handling requests for service, following agreed procedures.
• Providing impact assessment and customer communication.
• Promptly allocating calls as appropriate.
• Logging incidents and service requests and maintaining relevant records.
• Identifying and classifying incident types and service interruptions.
• Recording incidents cataloging them by symptom and resolution.
• Acting under guidance to record and track reliability data for services.
• Identifying and diagnosing incidents and problems.
• Categorising and recording reported queries and providing solutions.
• Supporting problem identification.
• Advising end users on appropriate course of action.
• Monitoring issues from start to resolution.
• Escalating, if needed, unresolved problems to a higher level of support.
• Providing essential online security advice and support.
• Performing first line resolution as appropriate.
• Creating and inputting into knowledge articles.
• Adhering to and maintaining all appropriate targets including first response.
• Adhering to all policies and control standards.

What are we looking for?

We\'re looking for someone looking to develop their IT career, with the following skills, competencies and experience:

• Qualified to A level or similar standard or with relevant industry experience of knowledge.
• Experience of using Azure and Active Directory
• A good understanding of Microsoft products.
• Technically competent with various software programs such as Word, Excel, PowerPoint etc
• Experience of working and adhering to deadlines
• Desire to work in a busy and growing business
• Ability to work in fast phased environment and adopt to change
• Ability to document processes, procedures, and knowledge articles
• Experience of working on an IT Service Desk or End User Support team
• Excellent communication and customer service skills
• Excellent attention to detail
• Flexible during times of change
• Good time management and planning skills
• Ability to prioritise own workload to meet targets and objectives
• Excellent standard of written and spoken English
• Diligent, hard-working with a \xe2\x80\x98can-do\xe2\x80\x99 attitude
• Ability to problem solve
• Self-Starter must be able to manage their time to achieve tasks set
• Excellent organizational skills and time management.

IRIS