Reporting to the Service Desk Team Leader, the main responsibility is providing 2nd line technical support within the Microsoft operating system & application arena along with essential general system administration tasks.
Working as part of a close team, the role is based on telephone call handling and resolving technical support tickets on a busy Service Desk. There may also be opportunity to assist the business in delivering new projects and technologies to our clients.
The role is focused upon day to day delivery of technical support, which needs to be completed in an effective, timely manner, to client specific SLA’s with attention to detail and accuracy. The nature of our business requires a broad range of technical knowledge, flexibility, common sense and initiative. While the specific content of your role is clearly defined, this may evolve over time and needs a proactive, flexible and hands on approach to duties.
The diversity and range of technologies we support for our clients make OryxAlign a fantastic place to grow your technical skills.
We expect the candidate to have 2+ years’ experience and be confident working in the following areas:
The 2nd line Service Desk currently operate a shift pattern from 07:30 to 20:00 Monday to Friday. A requirement of this role is to participate in being on-call out of UK Service Desk hours. This comes with a standard on-call payment for each on-call shift, plus overtime for hours worked, and is scheduled as part of a weekly on-call rota. A reward scheme is currently in operation to reward positive feedback through customer survey’s following ticket completion.