End User Support Consultant

Deliver effective second and third level technical support to a senior customer base, acting as the single point of contact to drive end-user technology issues to resolution across Microsoft Office 365, operating systems, subsystems and related products. Key deliverables include advanced troubleshooting and resolution of standard to highly complex technical issues; accurate incident logging, tracking and escalation; closed-loop customer communication; creation and maintenance of support documentation and known-error records; mentoring of End User Support staff; user training on hardware and software; and collaboration with IT and business project teams to deliver high-quality technology solutions.

Type of Qualification: First Degree

Field of Study: Information Technology or related field

Licenses & Certifications: Apple Certified Mac Technician (ACMT), CompTIA A+ Certification, ITIL Foundations v3, MCDST – Microsoft Certified Desktop Support Technician, Microsoft IT Professional (MCITP)

Experience Required

5-7 years

Solid experience in advanced support role within large/medium size organisation.

Experience in AD Account Management and the Service Desk within large/medium size organisation.

Behavioural Competencies:

Articulating Information

Following Procedures

Producing Output

Providing Insights

Team Working

Understanding People

Upholding Standards

Technical Competencies:

Application Knowledge for Support

Identity and Security Compliance

Incident and Problem Management

IT Knowledge

IT Systems

Service Level Management

Stakeholder Management

Technical Analysis

Trouble Shooting

Written Communication