IT Help desk Job / 1st Line Support
This is for an initial 12-month fixed term contract. However, is likely to convert to permanent.
This role will have shift work and some out-of-hours work. Shifts are 8-4:30pm or 9-5:30pm. There will be an additional payment of £170 per week for OOH work.
As a 1st Line Service Desk/Helpdesk Analyst, you will be responsible for receiving and logging all 1st line technical queries and requests from internal, external, direct, and indirect customers. To achieve this, you will use the internal service management tool.
Firstly, you will take first line calls from ESS user’s into the Helpdesk, and log all tickets on the incident management system. Crucially, you will ensure that tickets are accurately reported and updated until resolution.
Secondly, you will provide IT support and so, will endeavour to resolve issues over the phone within the agreed SLA. To achieve this, you will correct use ESS tools. Where a first-time fix is not achievable, you will escalate to second-line support, or to the appropriate resolver group.
Thirdly, you will actively monitor the status of all assigned tickets and escalate any that are either potentially or actually outside of SLA.
Crucially, you will regularly keep all customers informed on the progress investigations and projected fix time.
Additionally, you will capture all data in a methodical manner, as well as validate the information provided. For instance, you will ensure system checks are made so the customer is advised of any restrictions or required additional information.
Finally, you will provide out of hours support on a rota basis, including Bank holidays. As a result, approximately 1 week in 7.
Minimum of one year experience working in an IT Helpdesk
Excellent communications skills across all levels. This will include both technical and non-technical staff.
Proven Customer Service skills would be desirable, with experience in resolving difficult complex customer issues.
Ability to instil confidence.
Professional attitude and demeanour.
Ability to work with minimum supervision and direction.
If you are interested but have questions about this role, contact GTS.
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