1st Line Support - £25k

  • Permanent
  • Guildford
  • Posted on March 12th, 2019

1st Support Analyst

Epsom

£25k

Role Overview:

Our client a large IT Service Provider are looking for a Service Desk Engineer to go in and hit the ground running on their new project. 

Responsibilities:

You will be working with a successful team in a helpdesk based in environment.  This is a phone-based role where you will have the following responsibilities:

  • To ensure that all calls to the Service Desk from our customers are logged and responded to within pre-set service
  • Identify relevant problem types and associated priorities 
  • Verify information back to the customer on the call details ensuring that all the relevant information is entered into the call logging system in a clear and concise format 
  • If necessary, progress calls to other departments or third parties for further investigation ensuring regular updates and working towards a prompt resolution 
  • To proactively monitor all calls keeping the customer, and when necessary the TSC Management, informed at all times through to resolution 
  • Undertake proactive calls to make customers aware of known issues before they have to call the Service desk 
  • To play an active role within the Service desk team remaining flexible to support others during busy periods 
  • Actively strive to improve technical ability by self-study, organised in-house training and attendance of external courses

Essentials:

  • Experience on a busy Help Desk or IS Call Centre
  • Essential skills - Windows 7, Windows 10, Internet Explorer, Network Troubleshooting, Active Directory
  • Experience with Windows Remote Support Tools
  • Knowledge of Windows Server 2003, 2008; Networking, Active Directory, Office 365, Azure, and Citrix
  • Must have good computer hardware and software knowledge
  • Excellent telephone manner.

If you are interested in this great opportunity please do send your most up to date CV.

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