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1st Line Support

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Solutions Through Knowledge Contracts Limited

2021-12-03 15:58:40

salary: 170.00 British Pound . GBP Daily

Job location Goring-by-sea, Sussex, United Kingdom

Job type: all

Job industry: I.T. & Communications

Job Contact: Adam Tolley

Job Duration: 2 months initially

Job description

1st Line Support, IT Service Desk Analyst, Helpdesk Analyst, IT Support
£150-170 per day to Ltd company or PAYE/umbrella
Monday to Friday, 8am-4pm or 10am-6pm
2 months initially
Goring-by-Sea, Sussex

ROLE
We are assisting a professional forward-thinking organisation who have several opportunities to work as a 1st Line Service Desk Analyst/Helpdesk Analyst/IT Support Analyst within their busy service desk environment.

We are hoping to attract individuals from either a 1st Line Support/Service Desk Analyst/IT Technical Support background or even technically minded customer service/call centre operatives - people who are passionate about customer service and relish the challenge of supporting a large Microsoft userbase between the hours of 8am-4pm or 10am-6pm, Monday-Friday.

This role will suit high achievers, high call takers and people who enjoy the challenge of working in a busy IT support environment.

Although this is a 2 month contract initially, a contract extension is likely, and there are upcoming permanent opportunities available afterwards (temp to perm).

Full training will be provided.

DUTIES & RESPONSIBILITIES

Provide 1st Line Service Desk Analyst/IT Helpdesk Support/Technical Support services
Maintain a customer focused approach, delivering superb value to the customer base
Provide excellent customer service at all times; offering empathy and patience to the users
Take accountability and ownership for all assigned issues
Answer telephone calls in a professional, confident and timely manner, with a strong focus on first time fixes
Adhere to SLAs & KPIs
Complete online ticket requests with a high level of diligence
Respond to user requests and assist and teach users where appropriate
Perform troubleshooting and fault diagnostics
Escalate incidents to different resolver groups

COMPETENCIES
Experience of working in a customer service or IT support environment
Excellent customer service
Strong communication skills
Diligent with good time management skills and the ability to prioritise tasks
Proactive approach to work, with a positive and flexible attitude
ITIL experience nice to have
Held similar roles previously, eg Service Desk Analyst, 1st Line Support, Call Centre Operative, Customer Service, Desktop Support, Technical Support, Junior Support.

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