Essential Duties and Responsibilities

- Acknowledge receipt of all user tickets within defined Service Level Agreements (SLAs).

- Maintain defined Key Performance Indicator (KPI) levels.

- Take phone calls from end users and 3 rd parties.

- Log detailed descriptions of issues into the ServiceDesk ticket system.

- Take ownership of tickets and manage them through to closure.

- Communicate with users to collect information about problems; investigate user problems and identify their source; determine possible solutions; test and implement solutions.

- Perform procedural IT related tasks such as unlocking user network accounts, resetting passwords, create user network accounts in AD and Exchange (O365), creating Skype for Business accounts.

- Perform troubleshooting steps in order to resolve incidents raised with the Service Desk.

- Work with corporate purchasing and accounting teams to ensure all required information is processed correctly

- Ability to understand business requirements, and suggest IT solutions

- Excellent customer service skills, at all levels from VIP Down

- Self Starter, with good IT knowledge and ability to take on new solutions without guidance

- Undertake ad-hoc project work when required.

- Ability to work in high pressure environments, and to maintain a clear head and respond appropriately

- Experience of working with difficult customers, within a policy driven environment

- To participate in the staff development programme within the framework of IIP and within the agreed individual staff development plan.

- To ensure that the Equal Opportunity, Health and Safety and Quality Procedures are adhered to within your area of responsibility and that any non-compliance is reported to the appropriate level of Management.