Andy File Associates Limited is working as a Recruitment Agency on behalf of our client with regards this permanent position. Overview This position will provide technical support to our client s customers within a service desk environment mainly managed by remote access however on-site visits may be required. A good technical knowledge is essential to ensure incidents and problems are dealt with quickly and efficiently. A desire to provide an exceptional customer experience at all times is a must, along with an understanding of the commercial goals of the business as a whole. Responsibilities Provide support for incidents related to hardware, software, network connectivity and application services to a wide variety of external customers. Manage and own incident tickets via our Autotask ticket management system, providing customer updates to agreed timeframes. Resolve incidents to stringent customer defined SLAs, escalating tickets where required to ensure SLAs are consistently met. Drive service improvement within the service desk to improve first time fix resolution times. Communicate clearly, effectively and in a timely manner with all customers. Create and maintain accurate documentation within the centralised management database. Provide any on-site support to resolve customer service outages as required to meet SLAs. Continue to develop technical knowledge and skillset through formal training, informal training and hands on practical experience. Azure knowledge, in ..... full job details .....