Back to jobs
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:
YOUR KEY SKILLS:
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.