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IT Technical Support Professional
2 weeks ago
At CMS Distribution, we are seeking a highly skilled IT Technical Support Professional to join our IT & Technical Support team. The successful candidate will be responsible for handling all support tasks for both internal and external customers.
About the RoleThe role involves triaging service desks once queries are received and resolving any technical issues that users are experiencing within agreed Service Level Agreements (SLAs).
- Handle all tickets to the service desk, ensuring they are triaged and escalated where necessary.
- Take ownership of issues within the remit of the Support team, resolving them within the agreed SLA.
- Provide 1st line support, answering support queries on the telephone and handling any queries to resolve.
- Evaluate the complexity of problems and escalate more complex issues to the appropriate teams in line with escalation procedures.
- Candidate should possess strong customer service skills, excellent oral and written communication skills.
- 1-2 years' experience in a technical support role is required.
- A good working knowledge of PCs and MACs would be advantageous.
- ITIL Application: Basic understanding of ITIL principles, having completed an ITIL Foundation course or equivalent.
We believe that a diverse and inclusive workforce enriches our company's success. We welcome candidates from various backgrounds, including but not limited to, ethnicity, gender, age, nationality, culture, religious beliefs, sexual orientation, and neuro-diversity.
