IT Support Service Desk Agent at NextEnergy Group

An IT Support Service Desk Agent role involves providing first and second line IT support to staff and clients, assisting the IT team with the day-to-day running of the ServiceDesk and network infrastructure, and troubleshooting and maintaining IT equipment to ensure smooth operations. The agent will implement and monitor defined processes and procedures.Responsibilities include:

• Serving as the initial global point of contact for the IT department.
• Providing ServiceDesk coverage and support via Teams, phone, or email.
• Coordinating ServiceDesk assignments, priorities, and job schedules.
• Performing first and second line tech support, including some out-of-hours support.
• Assisting with software and hardware upgrades.
• Maintaining hardware, software, mobile, and general IT systems.
• Software installation and troubleshooting.
• Updating activities in an ITIL based ITSM system.
• Maintaining an accurate inventory of IT equipment.
• Coordinating the repair of IT hardware and warranty information.
• Providing remote IT support.

Ideal candidates will possess:

• Previous experience in an IT ServiceDesk or Client Services role (a plus).
• A keen interest in IT.
• Outstanding telephone and customer service skills.
• Strong communication and interpersonal skills.
• Ability to work in an organized manner in a fast-paced environment.
• Fundamental understanding of PC hardware and software.
• Ability to diagnose problems and make decisions for prompt resolution.
• PC proficiency in a Windows environment.
• Considerable skill in MS Office applications.
• Some experience with Active Directory, Office365, Cloud Services, Basic Networking and Linux skills.

What the role offers:

• Opportunity to provide remote IT support for different geographies.