IT Service Desk Assistant

RSK Group are looking for an IT Service Desk Assistant to join the Group IT Department on a full time basis working 40 hours per week at our office in Helsby, Cheshire.

The IT Service Desk Assistant will manage incoming IT-related telephone calls, ensuring issues are logged, categorised, and escalated appropriately while delivering excellent customer service.

Key Responsibilities:

• Serve as the primary point of contact for users, managing and prioritising telephone calls effectively.
• Accurately log, categorise, and prioritise tickets on the IT Service Desk system.
• Assist with common queries such as password resets and answering basic queries.
• Escalate/expedite tickets to 2nd or 3rd line support teams, ensuring all relevant information is captured.
• Meet targets for call handling, resolution time, and customer satisfaction as set by the IT Service Desk Manager.

Person Specification:

• Strong verbal communication skills and a professional, customer-oriented phone manner.
• Basic understanding of IT or a desire to learn new skills.
• Strong interpersonal skills and the ability to work well in a team environment.
• Ability to handle multiple incoming calls and prioritise tasks efficiently.
• Experience working with an IT Service Management system (e.g., ServiceNow, Jira, Managed Engine) (desirable).
• Prior experience in a customer facing role, preferably within an IT or technical support environment (desirable).
• Experience using Microsoft applications (desirable).