Address
Form of work
SalaryTo provide 1st/2nd line support across a wide range of technologies, ideally resolving issues at first line stage but, if not possible, escalating to the appropriate technical resolver group. Flexible to work from home on a Friday.
Key Tasks:
- Use technical knowledge to resolve customer issues.
- Ensuring tickets are correctly logged and categorised on the Service Desk system.
- Taking responsibility for tickets through the whole incident management process.
- Ensuring customers are kept updated on ticket progress.
- Ensuring contractual SLAs are met.
- Escalating cases when potential SLA breaches may occur.
- Escalating cases where appropriate both internally and with customers.
- Supporting the Field Services team when required.
- Help develop and produce statistical data on incident management performance.
- After a training period, there may be a requirement to join an out of hours rota.
Technical Skills:
- Experience of working in a 1st/2nd line support environment
- Experience of providing support via telephone and e-mail.
- Awareness of network environments (routing/switching/VLANS/Security/Wireless/Telephony).
- Knowledge of basic support for Windows Operating Systems
- Knowledge of Azure and EXchange
- Knowledge of basic support for Microsoft Office toolsets.
- Active Directory Administration - Password resets, unlocking, etc.
- Basic all-round troubleshooting skills.
- Ability to work both on your own and as part of a team.
- Documenting processes.
- Comfortable with working flexible hours.
Interpersonal Skills
- Must be self-motivated.
- Must be able to work un-supervised, on own initiative.
- Can meet deadlines and maintain high standards even when under pressure.
