*Reporting on Service Desk statistic, queues and backlogs
*Review Incident/Problem Management queues to aid the achievement of Service Levels agreed with the business, chase Service Desk Analysts for updates approaching SLA breaches
*May from time to time be required to answer phones should emergency dictate
*Maintain / Update User Access records and ensure that joiners and leavers are processed effectively.
*Assist with IT Procurement by monitoring the queue and administering when behind on SLA
*Build relationships between internal technical groups and 3rd party service providers (Infor, BT etc.) to facilitate timely resolution of incidents for our customers.
*Demonstrate strong team work ethics, working effectively with all other members of the IT team and third-party service providers to achieve the required levels of support for the business
*Continually review procedures and practices, recommending any changes to improve operational effectiveness to deliver 'added value' in terms of enhancing the end user experience.
*Manage communication to the business in the event of a Severity 1 impacting incident, ensuring timely and accurate updates and that all necessary resources are activated to ensure a timely resolution.
*Confident with pleasant telephone manner.
*Professional and well presented, with methodical and structured approach.
*Enjoys dealing with people and working in a team environment.
*Able to stay calm under pressure at busy times
*Experience in administration preferred
*Ability to work with minimal supervision.
*Demonstrate strong organisational skills with the ability to priorities and multi task.
*Computer literate, with key board skills and experience of using Microsoft O365 applications
*Customer service skills, with effective verbal and written communication.
We offer an excellent package which includes a pension, life assurance, medical cover option and 25 days holiday plus statutory holiday.
Adecco is acting as an Employment Agency in relation to this vacancy. The Adecco Group UK & Ireland is an Equal Opportunities Employer.
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