IT Service Desk Assistant

RSK Group are looking for an IT Service Desk Assistant to join the Group IT Department on a full time basis working 40 hours per week at our office in Helsby, Cheshire. The IT Service Desk Assistant will manage incoming IT-related telephone calls, ensuring issues are logged, categorised, and escalated appropriately while delivering excellent customer service. Key Responsibilities: * Serve as the primary point of contact for users, managing and prioritising telephone calls effectively. * Accurately log, categorise, and prioritise tickets on the IT Service Desk system. * Assist with common queries such as password resets and answering basic queries. * Escalate/expedite tickets to 2nd or 3rd line support teams, ensuring all relevant information is captured. * Meet targets for call handling, resolution time, and customer satisfaction as set by the IT Service Desk Manager. Person Specification: * Strong verbal communication skills and a professional, customer-oriented phone manner. * Basic understanding of IT or a desire to learn new skills. * Strong interpersonal skills and the ability to work well in a team environment. * Ability to handle multiple incoming calls and prioritise tasks efficiently. * Experience working with an IT Service Management system (e.g., ServiceNow, Jira, Managed Engine) (desirable). * Prior experience in a customer facing role, preferably within an IT or technical support environment (desirable). * Experience using Microsoft applications (desirable)