Acting as a face for our Digital/IT team, this role is a key point of contact for end users for IT incidents and service requests. The role manages incidents and requests through to completion, escalating and communicating with internal and external parties as needed.
The service desk is a critical function of business operations and needs to work closely with users in a fast-paced, team environment with solid communication skills.
Key Roles and Responsibilities
A typical day will include covering responsibilities such as:
Handling Incidents, Service Request and Identifying Trends
- Take ownership of incidents and service requests ensuring successful completion within the SLA (Service Level Agreement)
- Maintain and develop knowledge and skills to facilitate this process
- Proactively Identify repeat issues or service risks and aid in prevention improving our customer service, internal processes and operations
Managing Vendors & Finances
- Obtain quotations, manage the purchasing and invoicing for IT equipment and licenses obtaining the best value for the organisation
- Manage IT assets through their lifecycle from purchase to disposal
Teamwork & Sharing Knowledge
- Share knowledge aiding team colleagues and our customers
- Create knowledge articles for the self-service portal
- Supporting IT Infrastructure and systems
Job Experience and Qualifications
Essential
- Good working knowledge of Desktop/Laptop and Operating System (Windows/ Mac OS) support
- Excellent communication skills in both written and spoken English
- Microsoft Office 365 Suite knowledge in particular Administration, Teams, Outlook and Sharepoint
- Strong customer focus - identifies needs and finds solutions to meet them
- Hands-on experience of dealing with Meraki/Cisco or other next-gen firewalls
- Experience with IT asset management and automation tools such as Desktop Central
- Audio-Video/Video Conferencing support
Desirable
- Industry certification in: Microsoft MCSE, Microsoft 365, AWS (Amazon Web Services), Security, or ITIL
- Project Management – running small-scale projects from inception to completion using good project management practices
Competencies
- Analysis & problem solving
- Collaboration, inclusion & teamwork
- Listening and communicating
- Customer focus
- Planning & organising
- Initiative
- Accountability
Benefits
- 13th Salary
- Medical Scheme
- Pension Fund
- Bonus
Work Location
Cyprus, Nicosia
Fleet Management Limited is committed to diversity, equity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based no race, color, sex religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by local laws.
We look forward to hearing from you!
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