Service Desk Support - Level 1/2 (Contract)

• Act as primary point of contact for our stakeholders (including teachers and parents), performing Level 1 and Level 2 support as well as providing other assistance as required, adhering to response and resolution targets, escalating to subject matter experts as required, and providing an exceptional level of service.
• Proactively engage and inform our stakeholders of improvements, changes, or impacts on the way they work with our systems.
• Develop and nurture strong relationships with key contacts across all stakeholder groups to ensure that our processes, knowledge base, training and services are delivering value and continuously improve.
• Assist in developing and perform the delivery of training and onboarding processes as needed.
• Perform and coordinate user acceptance testing as part of ongoing projects.
• Other duties as required.

• 2 or more years combined previous experience in a customer service environment that includes performing Level 1 and Level 2 technical support.
• Demonstrated experience in relationship management, or stakeholder engagement.
• Working knowledge of business operations, information flows and the way technology supports day-to-day critical operations
• National Criminal History Record Check in accordance with the Disability Inclusion Act 2014
• Working with Children Check clearance in accordance with the Child Protection (Working with Children) Act 2012.

• Experience using Jira Service Management and related Atlassian tools
• Exposure to an ITIL framework and its role in providing excellent service
• Experience working with Microsoft modern workplace products, namely M365, Teams and/or Intune

Michael Page