Responsibilities
The Service Desk Administrator - Level 1 position is a critical role in the delivery of Triangle’s technical support and managed service business. Our Level 1 resources form part of our ITIL aligned Service Desk function which provides key operational services and incident support to our enterprise clients. Level 1 support is provided on a rolling day shift pattern and is the first point of contact and issue resolution for Triangle’s clients. Our current shift patterns typically runs Mon-Fri from 7:00 to 21:00 and may include a Saturday morning shift which is shared across the team. The role also provides critical technical operational and monitoring services to those environments that fall under our enterprise managed service contracts.
Main responsibilities:
- Provide first level technical support and initial incident triage to Triangle’s enterprise clients, escalations happen by phone or email
- Effectively deal with infrastructure and environment technical issues which may have been discovered during an operational check of a client’s environment
- Ensure phones and emails are answered in a timely and professional manner and to specific SLAs/KPIs per client
- Logging of all calls and problems in Triangle’s ticketing system & follow through to resolution in a timely manner, always mindful of SLA’s and KPIs
- Resolution of common issues with minimal supervision or review whilst understanding the need to escalate issues within the team as necessary
- Escalate issues appropriately and with the required level of detail internally within Triangle or to relevant vendor while remaining within service levels - prompt client issue resolution is key
- Service requests – log and fulfil service requests as requested by the client and/or assigned by the Service Manager for the environment/account.
- Event management – investigate alerts received from the Triangle or customer monitoring system and determine appropriate actions to address these alerts.
- Operations Support - Complete daily/weekly/monthly environment checks across a variety of infrastructure technologies. Escalate issues to incident management as appropriate and work to resolve. Execute regular operational tasks, e.g. backup jobs, restores, alert audits
- Participate in and document environment knowledge sharing workshops with Level 2 and Level 3 technical specialists per environment to stay current with each environment under management
- Use own initiative to research technical solutions and update the Triangle knowledge base as appropriate
- Adhere and enforce all IT related procedures and policies as recommended by Triangle senior level technical and services staff
- Have excellent oral and written communication skills for effective dialogue with customers and colleagues
- Ensure that a strong customer service ethos is provided
