1st Line Support

Posted 10 March 2023
LocationUnited Kingdom
Discipline Cloud & DevOps
Reference5803
Contact NameSean Marsland

Job description

JOB TITLE: 1st/2nd Line Analyst
SALARY: £30,000 - £35,000
LOCATION: Swindon
WAY OF WORKING: | Full Time | Hybrid | Permanent

THE BUSINESS:
A prominent provider of communication and IT services catering to small and medium-sized enterprises (SMEs) and educational institutions. It has undergone a transformation from a conventional mobile phone store to an organisation that creates bespoke technological solutions for clients to enhance productivity, facilitate expansion, and bolster profitability.

THE IT CONSULTANT OPPORTUNITY:
  • Ensure accurate recording of customer incidents and requests.
  • Achieve a high level of first contact resolution for customer incidents and service requests.
  • Identify situations where first contact resolution is not possible and escalate incidents and requests to 2nd line engineers to meet overall SLA and priority.
  • Manage and update customer tickets by updating the ITSM system in a timely and effective manner.
  • Work collaboratively with all members of the IT Service Desk to provide exceptional service.
  • Offer technical expertise directly to customers to resolve incidents.

YOUR KEY SKILLS:
  • Possess excellent interpersonal and customer-facing communication skills.
  • Ability to work efficiently in a fast-paced and high-pressure environment.
  • Keep up-to-date with the latest IT technology offerings and solutions.
  • Have experience working with Windows servers, Microsoft 365, and Active Directory.
  • Demonstrate exceptional organizational skills.