Providing excellent customer service via the telephone, email and the ITSM system
Maintaining the high standards required for BUUK internal service levels
Working in a front of house position offering in person customer and technical services
Logging, investigating, resolving and/or managing incidents and service requests through to completion to a satisfactory customer resolution
Proactively manage communication for all Incident/Request statuses through to resolution
Provide user support and coaching for end-users utilising BUUK systems
Maintaining a rapport with customers by understanding their role within the organisation
Complete the setup of new starters, role changes & leavers
Offer first line support out of hours as specified on the team rota
Any other appropriate duties as required by the Service Desk manager
Active Directory
Support
ITIL
ITSM
Mobile
Network
Security
VPN
ASP.NET
ICT

GCSE grade C / 5 in English and Maths, or equivalent
Experience working within an IT service desk / IT Support environment
Customer services background
Experience supporting Microsoft operating systems, Active Directory and Exchange
Excellent verbal skills in person, phone or virtual meetings
Excellent written communications
Excellent problem solving skills
Highly organised and self-motivated
Ability to deal with potentially stressful situations calmly
Assertive, confident, positive and professional manner
Ability to prioritise to achieve SLA
Maintain high attention to detail
Desirable: CompTIA A and Network, Security or equivalent
IT based A level Grade C or above / BTEC or equivalent
Degree or equivalent
ITIL certification
Support based Microsoft technologies accreditation
Knowledge of Remote Desktop Services technologies
Network troubleshooting experience
Knowledge of DHCP, DNS, VPN
Experience using ITSM packages
Knowledge of smartphone & mobile device support
Ability to troubleshoot IT related issues
Good understanding of IT security and awareness of cyber security best practices

At BUUK Infrastructure, we are on a mission to be the leading utility partner driving the UK towards net zero. With over 30 years of innovation and change, we provide a supportive work environment that enables our employees to thrive. We offer a competitive benefits package, including a cost of living annual pay review, pension contributions, generous holiday allowance, and enhanced family leave. We promote an award-winning culture focused on wellbeing and safety, and we are proud to be an equal opportunity employer. Join us and help make a difference!

2 Buuk Infrastructure jobs in England & Wales