Serve as the first point of contact for clients seeking service advise or technical assistance over the phone or by email
Be familiar with our varied client base and work in line with all service desk policies, processes and services
Determine the best escalation route based on the issue and details provided by clients, accurately recoding the information on tickets
Provide accurate information on IT products or services
Follow-up and update client / ticket status and information to completion
Assist with preparation of software updates (change management)
Be responsible for ensuring correct security authorisation validations
Be required to complete user account administration requests within Office 365
Take details of any problems, service requirements, feedback or suggestions from clients even if they fall outside of your remit – then escalate these appropriately to the relevant team