Service Desk Manager

**About us**:
Whispir is a cloud software and communications platform that seeks to help organisations communicate like people. Our platform enables our customers to build powerful communications workflows and automate interactions between systems, business, devices and people - with no coding required.

The outcomes are powerful - people everywhere can have access to the right information at the right time so that they can make informed decisions, take action, engage and communicate with each other.

**About the position**:
You will be working in a growing, Agile DevOps environment dedicated to the maintenance and improvement of our IT systems.

You will be involved in the setup, configuration and deployment of network and infrastructure, including hardware and virtual machines on our premises and AWS environments for a range of business needs.

**Key responsibilities**:
Internal Customer Support:

- Gather relevant information from clients to understand the nature of the technical issues or requests.
- Provide clear and accurate explanations of technical solutions, step-by-step instructions, or troubleshooting guidance.

Technical Troubleshooting:

- Utilize knowledge bases, resources, and tools to efficiently troubleshoot and resolve customer problems.
- Escalate complex issues to appropriate IT teams or specialists, following established procedures.

Incident Management:

- Log all service desk interactions and maintain detailed records of client inquiries, issues, and solutions.
- Monitor and prioritize the ticketing system, ensuring timely follow-up and resolution of customer issues.
- Proactively communicate with clients regarding the status of their requests and incidents.

Customer Satisfaction:

- Strive to exceed customer expectations by providing exceptional service and building positive relationships.
- Follow up with clients to ensure their issues have been resolved to their satisfaction.
- Collect feedback and suggestions from clients to improve service desk processes and service quality.

Knowledge Management:

- Continuously update and expand personal knowledge of the organization's products, services, and IT infrastructure.
- Contribute to the knowledge base by creating and updating articles, FAQs, and troubleshooting guides.

**About you**:

- Demonstrable experience in helpdesk and end user computing environments
- Strong troubleshooting skills, with a desire to identify the root cause of issues
- Experience managing both Windows and Google technology ecosystems
- Effective oral and written communication skills to ensure clear and accurate communication with all stakeholders
- Demonstrated skills in developing relationships with internal customers and suppliers
- High level of negotiation and problem resolution skills to achieve optimal results
- Integrity in dealing with personnel issues, supplier negotiations and asset inventories
- A sound understanding of IT System security principles, such as the principle of least privilege

**Why We Think You Will Love Working at Whispir**
- Paid parental leave
- Paid birthday leave
- Flexible working - because you know what works best for you
- Perkbox - discounts and savings across hundreds of brands
- In-house complimentary hair cuts monthly

**Diversity & Inclusion**:
Whispir places a high value on inclusion. Those from under represented communities are encouraged to apply. This includes, but is definitely not limited to, people with a lived-experience of mental ill health, culturally and linguistically diverse people, LGBTQIA+ people, and people with disabilities.

We take our core values seriously and work hard to create an environment where you feel welcomed. Teams who reflect a diversity of experience, identity, perspective, and background help us to create a healthy & inclusive working culture

If this has resonated with you, we look forward to hearing from you soon