As part of the IT support function, you will work with colleagues to resolve IT incidents for our clients via the internal ticketing system. Supporting mainly Microsoft technologies, the role offers variety in daily tasks. You will be supported by experienced colleagues resolving incidents where escalation is needed. There may be occasions when you will be required to visit client sites to assist with supporting the client's infrastructure and onsite employees.

Daily tasks, but not limited to;

- Support, maintain and enhance the IT infrastructure of Northern Star's customers thus ensuring IT is reliable and robust

- Log support calls received from the support line or email following the Northern Star procedure for class A and B clients

- Attempt to resolve calls using your own knowledge, Microsoft, HP, CRM or a Knowledge base for class A and B clients

- Update calls on the CRM system following Northern Star Procedure

- Be responsible for escalating calls to Level 1/2 Account Manager if you are unable to provide a resolution

- Communicate the status of calls to the client on a daily basis

- Submit knowledge base articles for inclusion in IT Glue

- Produce daily open issues reports and communicate this to the Operations Manager & Ops Director

- Carry out proactive support work assigned to you

Contact information

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