1st Line Support
Job Reference: 7651
Salary: £20k – 24k per year
Salary per: Annum
Sector: Permanent
Job Type: Permanent
Job Location: Burgess Hill
Job Description
We are looking for 1st Line Support Technicians to join a hard working team in Burgess Hill in Sussex.
You will be joining a service operations team as Service Desk Analyst will work within the End User Computing Team providing software, hardware and network support to multiple customers.
KEY RESPONSIBILITIES
- Providing support from the remote service desk.
- Handling Inbound calls, logging new tickets or updating existing tickets as appropriate.
- Completing first-time fixes where possible.
- Taking ownership of incidents, requests and problems and progressing to closure or escalating as required.
- Ensuring all modes of customer contact are responded to – telephone calls, emails and customer portal.
- Providing a good level of service by meeting or exceeding contractual SLAs, KPIs and Customer Satisfaction.
- Using agreed scripts and processes, applying customer knowledge base articles where appropriate to apply high standard delivery if triage and trouble-shooting
- Closing a targeted number of tickets every day
- Recording and maintaining knowledge base articles
The successful candidate will need to demonstrate.
A passion for technology and a desire to build a career in IT managed services.
- Previous experience within a Service Desk environment delivering remote support to corporate clients
- Experience with using a service management platform
- Good Incident/Request management and ticket handling skills
- Experience of working to SLA’s and KPI measures
- Experience of using/contributing to a Knowledge base
- Understanding of ITIL is beneficial
- Commitment to personal and professional development
If you feel this could be the role for you please apply today!
This role would suit: 1st Line support, Desktop support, Support Analyst, IT analyst, IT technician
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