1st Line Support

Ref: RQ1167463

Location: Rotherham

Hours: 8am-4.30pm (37hrs)

Duration: Ongoing Contract

Pay: £13.00 to £15.00ph paid weekly

Duties

Aligned to the 1st Line and 2nd Service Desk support team, you’ll be first point of contact for all technical related Incidents and Service requests, you will be able log customer queries received either by telephone, email or other sources, in a clear and effective manner. You will demonstrate technical ability by troubleshooting customer issues and resolving those issues to the end users’ satisfaction.

A typical day as an officer could include performing responsibilities such as:

• Identifying and diagnosing issues and problems.
• Categorising and recording reported queries and provide solutions
• Supporting problem identification.
• Advising users on appropriate courses of action.
• Monitoring issues from start to resolution.
• Escalating, if needed, unresolved problems to a higher level of support

Qualifications & Experience

• Can demonstrate knowledge/expertise skills relating to the support of Microsoft operating systems including Office 365 and an understanding of Windows 11 for multiple users
• Can show knowledge and ability to solve technical problems with desktop computers and support user’s business applications.
• Can provide evidence relating to experience of telephony systems and mobile devices including Smartphones within a business setting.
• Has experience of installing and supporting IT hardware peripherals (Printers, Scanners, etc.).
• Has ability to communicate technical issues to a non-technical audience. For example, elected members.
• Can display knowledge of ICT solutions such as device build and configuration, networks, data storage and communication platforms.
• Has experience of executing an ICT support desk function within an organisation.