We pledge "to prove IT can make a real difference to our customer's businesses". We work hard to ensure we understand what our customers need from their technology solutions and then we deliver.

We are an award-winning company who provide world class customer service; we think big and we hire great people. Version 1 are more than just another IT services company - we are leaders in implementing and supporting Oracle, Microsoft and AWS technologies.

Invest in us and we’ll invest in you; if you are driven, committed and up for a challenge, we want to meet you.

You'll administer and coordinate Service Desk activities and tasks, being responsible for coordinating consistent response, communication and delivery of Service Desk-based activities. You'll assist in the production of statistics and service review reports, upload and maintain customer information and regular database housekeeping tasks, and administer the "early and late" rota. You'll also be in a position to challenge and / or recommend procedure modifications or improvements. 

In this role, some of the key responsibilites will be to:

• Open and review Service Desk Calls; ensuring the customer provides an appropriate level of information
• Allocate Service Desk Calls to appropriate queue/consultant
• Ensure that Service Desk Calls are monitored in-line with SLAs and updated efficiently and effectively.  
• Proactively communicate with the business in order to provide updates on outstanding incidents and projects
• Assist in the investigation and resolution of issues relating to applications in order to assist the team in providing a high level of customer service
• Administer Change Control
• Build and maintain strong working relationships with key business users, colleagues and support bodies in order to provide a professional customer service approach
• Work positively and communicate professionally across teams in order to make an effective contribution to team tasks and team spirit
   

Technical Requirements:

• You'll need to have some previous experience in a similar Service Desk support role or IT administrative environment.
• Previous ERP systems experience would nice.
• Knowledge of ITIL processes.  
• Experience of providing customer service over the telephone
• Experience of using Service Desk incident logging software
• Computer literate; skilled in use of Office 365, Word and Excel 

Behavioural Requirements:

• Customer Service: ability to meet and strive to exceed the needs of internal and external customers by producing quality work and service
• Drive for Results: able to go the ‘extra mile’ to achieve tasks, objectives and targets.
• Demonstrates good attention to detail across all areas of work
• Teamwork: able to work together with colleagues to pool skills, ideas and resources to achieve objectives and resolve problems
• Initiative and Problem Solving: able to take ownership of area, accepts issues and follow up with actions to rectify
• Planning and Organising: able to work to important deadlines and manage time effectively
   

Suzanne Whelan

Version 1 Talent Acquisition Manager

We are an equal opportunities employer. Please refer to our Diversity & Inclusion statement on the website https://www.version1.com/careers/culture