Service Desk Technician

Exponential-e Founded in 2002, Exponential-e swiftly established itself as a UK Cloud, Connectivity and Communications pioneer. Throughout our history, a focus upon leveraging leading-edge technology to deliver profitable and innovative services to our clients and prospects has resulted in industry and peer recognition for our ground-breaking approach, a truly world-class ICT services company. We''re a company of innovators who think big and achieve bigger! Our people are crucial to the continuing success of our company. From our CEO to our new Graduates, each of our people demonstrates our PRIDE principles which are at the core of everything we do. Shift Pattern - 2 Early shifts (7 am -7 pm) , 2 Late shifts (12 pm - 12 am) followed by 4 Days off Overall purpose of the job: Provide the primary point of contact for Exponential-e Customers to record all issues and requests. Provide controlled triage to manage all contacts to the Service Desk to maximise the information capture at first contact. Provide 1st Line support to Exponential-e Customers to resolve any issues at first contact where appropriate. Work in a shift rotation to provide on-site 1st Line Service Desk support to Exponential-e Customers. Primarily responsible for monitoring, managing and owning support tickets and driving customer issues through to resolution. Engage with the Exponential-e Resolver Groups assigned to support tickets to ensure they are progressed and updated inline with the SLAs and KPIs. Key ..... full job details .....