Service Desk Consultant


The Service Desk Consultant is responsible for providing the front-line primary support to consumers (Clients and Internal) of Calligo’s Cloud and Managed Services.

In this capacity, the post holder will be responsible for undertaking established and routine activities associated with Service Desk operations as directed by the Team Leader in accordance with the Key Performance Indicators (KPI’S) established at the time.

This support is provided via multiple mediums and requires those in this post to be able to communicate effectively via whatever method is being utilised, including but not limited to Calligo’ s Support systems, telephone, email, web conferencing and written documentation.

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Platform as a service

Details

Job Title: Service Desk Consultant

Department: Service Desk

Reports to: Service Desk Team Leader

Access Level: Engineer

Revision Date: January 2019

 

Key Duties

  • Logging, categorisation and resolution Incidents reported by consumers of Calligo services were possible.
  • Effective escalation and handover of Incidents where it is not possible to resolve within the Service Desk team.
  • Clear, effective communication to consumers of the Service Desk.
  • Ownership and management of Service Tickets to which they have been assigned.
  • Provide reporting as required by Service Desk Team Leader.
  • Effective and professional handover between Service Desk team members.
  • Complete all work in accordance with the internal compliance procedures
  • Create and maintain documentation
  • Maintain and develop a professional skill set
  • Support, mentor and knowledge share with other members of the team
  • Foster strong working relationships with Calligo’s customers

 

Required Skills and Experience

  • Good communication skills both written and verbally
  • 4+ years technical experience gained in an internal IT team or within a consultancy
  • Proven track record in support methodologies, e.g. ITIL.
  • Sound problem analysis skills and an ability to manage and deliver under pressure in a Service Desk environment
  • Experienced practical knowledge of Windows Server and Active Directory
  • Experienced practical knowledge of VMware Infrastructure, with VCP certification
  • Working knowledge of Exchange
  • Knowledge of networking
  • Experience designing, installing, configuring and maintaining all types of server, storage and network hardware
  • Previous experience of working in a Customer Services/IT Service Desk role including use Service Desk management tools.
  • Experience of Cloud environments and deployments

 

Competencies

  • Enthusiasm, Drive and Initiative
  • The ability to work alone and within a team
  • Ability to work to deadlines.