Service Desk Administrator

Company DescriptionSVL is a leading provider of unified cloud communications and telephony solutions, offering tools to optimize workforce performance and enhance customer experience. With a full unified cloud communications and collaboration platform, SVL is a trusted partner providing pre and post-sales consultancy and 24/7 support.OverviewYou will be joining an experienced Service Desk team that is based on the ITIL framework and your role would be key as the primary interface between all internal and external customers and SVL support services.  As a service desk administrator you would report directly to the support manager and work closely with the support, managed service and projects team to ensure we offer the best service to our customers.ResponsibilitiesTicket management (Faults & Service Requests) – correctly triage, prioritize, assign and monitor issues raised through to the SVL Service Desk using different channels. E.g telephone, email, ticketing systemsUpdate customers on open tickets when required and ensure all support calls are recorded on Connectwise and meet our Service Level AgreementsRoute and redirect problems to correct resource within the service team and software vendorsComplete daily and monthly tasks, such as issue Microsoft patching advice to customers, prepare Service reports and download software ordersBe able to handle a busy workload yet ensure customer service is always the key focusRequirementsExcellent interpersonal and written communication skillsEnthusiasm & self-motivationA desire to learn and develop support processesStrong customer service orientation