Outline of Business/Company:
The Roc Group is one of the UK’s fastest growing and capable Transformation Services Providers and we empower organisations in public and private sector organisations to accelerate business and technology change. Our energised team of programme, process, technology platform and managed services experts combined with Roc developed industry leading best-practice and proven methodologies enable our customers to realise their transformation vision in less time and with less risk; while realising significant and sustainable business outcomes. At Roc, we pride ourselves on our honesty. We are a reliable trusted partner and operate with integrity at all times and are honest in all our dealings with colleagues, customers, stakeholders and suppliers. We are a passionate business who are proud of who we are and the clients we support. We care about ourselves, our colleagues and our clients. We care about our Solutions, Projects and our clients’ business. We are committed to doing what we say we’re going to do and we listen to feedback. As a business, we strive for excellence, we never reach our destination and we’re professional, always seeking to go the extra mile above and beyond. Roc are a team of dynamic individuals, we are agile and flexible and we never stop thinking about what else we can do improve and add value. And finally we are committed to making a difference, for us it’s about going above and beyond. Each year we support our chosen charities, we seek adventure, we invest and sponsor community events, and we do it all whilst having fun. 

General Description:
To provide a single point of contact for IT incidents & Service Requests, logging, maintaining and taking ownership of 1st line customer’s cases in accordance with defined Service Level Agreements.

Acting with professionalism and providing excellent customer service at all times with focus on making all customer contacts a positive experience.

Focusing on resolution as a first contact fix wherever possible in order to reduce any IT impact for Roc customers.

Main Tasks and Responsibilities:
· Maintain a customer-focused service through the life cycle of each ticket; manage customer expectations by keeping customer informed of progress.

· Triage and troubleshoot Incidents by providing first contact telephone support, gathering and analysing information to identify and resolve a range of technical Incidents such as hardware, software, application and network, with the objective of restoring normal service as quickly as possible as a first contact fix

· Classify calls accurately with the information provided and prioritise in line with the Service Level Agreement (SLA).

· Liaise with third party suppliers where necessary, logging tickets and acting as a central point of contact for communication and updates.

· Monitoring and tracking Incidents, Requests or Problems, escalating where necessary to other resolver groups, or line Manager.

· To make a positive contribution to update and maintain IT Service Desk documentation including the knowledgebase.

· Administration of various IT systems, including account creations, changes/updates etc.

· Log and assign tickets, monitoring workloads for the other Service Desk team members to ensure the quickest response may be achieved.

· To maintain a professional discipline within the team and the department. Work within the IT Operating Model, following defined IT processes and procedures

· Meet and exceed as required the agreed Service Levels in accordance with all IT Service Management processes (e.g. Incident, Request, Problem, etc.)

· Upon management request you should be willing to perform duties outside normal business hours, e.g. on-call service or overtime.

· Any other duties required from time to time as requested by your line Manager or the Board

Experience:
Experience (preferable) 1-2 years in a service desk environment:

· Supporting Windows 7/Windows 10

· Microsoft Active Directory

· Exchange

· Office 2010

· Basic Networking

· Knowledge of Citrix

· Using remote support tools.

· Laptop/desktop and thin client support

· Excellent customer service skills