What will you do:

  • Perform day to day service desk duties for our global customers, these include resolving and managing incidents, service requests, problem and changes.
  • Monitor the ITSM ticketing tool and manage each ticket throughout their entire lifecycle
  • Provide day to day customer liaison in a correct and timely manner
  • Ensuing all requests are accurately raised, progressed and cleared within SLA, escalating to other internal and external teams as appropriate
  • Help to develop and maintain all operational, service desk and fulfilment documentation as detailed by the Service Lead.
  • Maintain and develop own knowledge and skills to assist with first time resolution
  • Progress outstanding activities (i.e. projects, documentation, training etc.) during quieter periods
  • Continuously improve processes to provide a better service and customer experience

What you need to have:

  • Minimum of 6 Months Service Desk Experience
  • A willingness to work flexible hours- Shift work 24/7, with 12 hr shifts.
  • Strong level of English language (both written and spoken)
  • Strong motivation to work in a Service Desk role
  • High customer attention and/or customer service experience
  • High level of professionalism while dealing with challenging work situations
  • Self-motivated and self-starter, able to carry out pro-active tasks during less busy periods
  • Strong attention to detail
  • Good organisation and time management skills
  • Basic understanding of ITIL, service delivery and change management processes.
  • Good analytical and problem solving skills
  • Excellent team working skills
  • IT literate
  • A keen interest in IT and using computers

 It would be good to have:

  • IT related qualification
  • Previous experience working in a customer service related role
  • A basic understanding of Computer Operating systems and the use of the command line
  • Exposure to Cloud based technologies
  • ITIL Foundation Course

What will LayerV offer you?

  • A chance to work in the rapidly growing business of Cloud Computing
  • An experience of many different clients, projects and technologies, offering a varied career where you can expand your IT knowledge
  • A perfect opportunity to a choose career path that will enable you to join fast growing team and to contribute to improvement of the future processes
  • An extensive training program to ensure that your skills are maintained and updated on an ongoing basis
  • Highly skilled team and career opportunities
  • Work within an international team which concentrates on innovative cloud based solutions
  • Exciting, young and dynamic team
  • Pizza Fridays, Table Football and much more