1st/2nd IT Line Support

NTech Consultants LTD
Glasgow, Glasgow City
£19000 - £20000/annum
18 Jun 2017
17 Jul 2017
Contract Type
Full Time
1/2nd Line Support Technician
£19,000-£20,000 + 10 % Bonus

My client, a fast growing telecoms company with offices across the UK are currently looking to recruit a Technician to support their internal user base of 800.

Main Duties/Key Responsibilities

Responsible for technical support 1st line to be the first point of contact for IT related issues
Be available on the phones, chat support etc. to assist with new incidents and requests and to provide updates
Use the current Service Desk tool to log and action tickets in line with IT processes
Manage request fulfilment and incidents as per ITIL Lifecycle Process documentation
Ensure customers are kept updated
Administer the current IT Infrastructure
Strive to fix issues first time and improve first time fix rate
Support of mobile/smart phones and other personal business devices
Ensure new starter request process is followed as per new starter request form all access is provided in line with start date
Complete handovers with new members of staff as per process
Produce quotes and order IT Kit as required
Keep track of stock levels to ensure adequate IT equipment at sites
To promote best practice within the IT Service Desk team
Produce knowledgebase articles and review those already in place to ensure continued relevance
Creation of technical documentation as required
Monitor and progress IT Service Desk tickets to ensure SLA’s and due dates are met
Liaise with 2nd Line to escalate issues when needed
Installation of IT equipment and peripherals in our UK offices
Ensure consistent delivery of desktop applications using desktop management solution (currently
Manage the IT Store room/lab in line with security process and ensure stock is kept updated
Maintaining the asset register in line with process
To assist and participate in IT and other department projects where requested
Participate in regular team meetings

If you have at least one years’ experience providing 1st/2nd line support in a multi user environment please send your CV for consideration