Intern - IT Support

Provide support and management of incidents and service requests according to established IT Support processes and procedure. 

Ensure accurate recording of client and incidents details and troubleshooting progress. 

Resolve incidents and service requests, sometimes using automated or standardized and documented resolution processes. 

Escalate incidents and service requests to higher support levels or specialist support teams in accordance with established IT Support Processes. 

Identify potential issues and act on these in accordance with the established IT Support processes. 

Serve as an escalation point for incidents and service requests raised as an application champion for an assigned suite of line of business services. 

Maintain a high degree of customer service for all support queries, take ownership of user problems and be proactive when dealing with user issue. 

Adhere to GDPR (General Data Protection Regulation) and Data Protection Act    

Ensure project reports and SLA& KPI (Key Performance Indicators) are updated.    

Adhere to all Risk & Compliance procedures in line with company and the client's expectations.     

Escalate issues to reporting line as and when required.  

Deliver ad hoc tasks related to the process.  

HSC qualifications with at least a certificate in IT, CompTIA, or Azure with 0-6 months of work experience in IT Support 

Professional qualifications desirable (CCNA / MCP / AZ900 / AZ104) 

Fundamental knowledge of the ITIL framework and or/other IT Service Management methodologies 

Basic Knowledge in Active Directory, Microsoft Operating Systems, Backup Technologies 

Basic Knowledge of maintaining Windows Workstations & Office 365 environments, LAN, and WAN. 

Conversant with Office 365   

Time management skills 

Good IT troubleshooting skills 

Customer Focused and Quality Oriented 

Good communication   

Effectively demonstrates teamwork, problem solving, demonstrates the ability to quickly acquire knowledge in the support of applications and services. 

Excellent English language proficiency