The Company is experiencing sustained growth and the 1st Line Technical Support role is to provide dedicated support to the Company’s clients.
This role is responsible for ensuring that Service Levels are achieved, by providing prompt and effective resolution to incidents and problems that require specialist technical skills to resolve across our client base. They also work closely with the Infrastructure, Operations, and Delivery teams to ensure that new systems and services are implemented smoothly and are configured and maintained so that throughout their lifecycle they operate in a robust and effective way for the business.
Duties and responsibilities
With guidance and support from the Operations Manager and Service Desk Manager within the Business:
You'll be expected to carry out a mixture of business as usual and project work for the support desk.
Providing detailed advice and guidance to all customers in the effective use of systems, products and services covered by the team demonstrates knowledge of non-standard situations.
Identify and investigate complex problems to diagnose underlying causes and help customers to recover and continue operation
For all requests that cannot be resolved immediately, provides a practical interface between customers and service providers supplying all necessary diagnostic information, according to established procedures
Uses judgment to set priority for resolution, monitor progress and apply escalation procedures for problems not progressing satisfactorily
Ensure to follow the processes for ticket management: opening, updating, passing, resolving and closing tickets, and identifying and addressing through training any knowledge/skills gaps.
Management of all customer Incidents and Requests ensuring all calls are resolved within agreed timescales and escalating where necessary.
Building relationships and working with key third-party suppliers
GCSE’s Grade A* - C:
Maths, English and ICT skills and experience with Word and Excel
ITIL Qualification - Desirable but not essential
Skills & Experience
Have experience in a Technical Support Desk
Have the ability to communicate with staff at all levels
Hardware and software deployment experience
Good attention to detail
Mature in outlook
Organised and able to prioritise tasks
Confident and excellent communication skills with a professional telephone manner
Ability to demonstrate a practical approach when faced with problems or challenges
Must be committed and willing to learn
Enthusiastic and Self-Motivated
Excellent timekeeping, reliable and trustworthy
Job Type: Fulltime
Private medical insurance
Hours of Work:
The working hours are from 09:00 to 17:00, Monday to Friday. As part of this role, there will be an expectation to occasionally cover 24x7 shifts as and when required. Any 24x7 shifts covered will be paid at an enhanced rate in line with the 24x7 pay structure.