Work Experience - IT

POSITION SUMMARY:

The Work Experience IT/Service Desk (m/f/d) will provide 1st & 2nd line operational support to the VR internal customer base, whilst concurrently receiving structured classroom training via the Apprentice Scheme day release process.
 

Reporting to the Service Desk Manager, the Work Experience IT/Service Desk is responsible for assisting with 1st and 2nd line technical support for: employees, guests and brands, helping them with IT hardware and software problems via phone, email or remote assistance. This role will:

• provide technical support; answering support queries via phone, email & self service
• monitor the availability and health of critical business technology services
• maintain a high degree of customer service for all support queries, adhering to all service management principles

The Work Experience IT/Service Desk will work alongside Service Desk Analysts as the initial point of contact for technology problems, providing a high level of resolution at first contact while ensuring standards are followed and quality is consistently high.

KEY RESPONSIBILITIES:

• Handle inbound calls, emails, self-service and personal visits to the Service Desk.
• Log all incidents & service requests accurately in the IT Service Management Tool.
• Undertake diagnosis, categorisation and prioritization of incidents and service requests and perform first line resolution where possible.
• Escalate unresolved incidents to internal resolver or 3rd party supplier teams.
• Manage incidents throughout the entire life-cycle, keeping end customers informed of status and progress in line with SLAs.
• Ensure tickets are updated and resolved within the defined SLA.
• Routinely monitor service using the software and hardware tools provided
• Maintain knowledge articles and other documentation/procedures and deliver staff training as required.
• Consistently deliver a high level of customer service.
• Adhere to Service Desk code of conduct, processes and procedures
• Perform IT task such as raising orders and receipting goods.
• Perform other tasks, as assigned by Service Desk Team Leader or Service Delivery Manager

 
PERSONAL SPECIFICATION:

A keen interest in IT & computers, & able to demonstrate a basic understanding of technology & its role within business. A passion for service excellence with proven interpersonal skills & the ability to effectively communicate at all levels of the organisation. Work Experience IT/Service Desk needs to be enrolled in a University.
 

• Business basics standards; Timekeeping, integrity, teamwork, personal welfare
• Excellent communication, interpersonal skills and telephone manner
• Ability to adapt communication styles as appropriate
• Confident, driven and strong determination to succeed
• High levels of personal energy
• Customer focused with a ‘can do’ positive attitude and a ‘right 1st time’ mentality
• Passionate about providing an exceptional service to customers
• Able to follow process with accuracy & attention to detail
• Very good German and English, any other languages are beneficial