1st & 2nd Line Support Advisors

Henry James
£20000 - £22000/annum
19 Jul 2017
17 Aug 2017
Contract Type
Full Time
Job Role: 1st / 2nd Line Support Desk Advisors
Location: Northampton
Salary: £20 - 22,000

Job Description
This role reports directly into the Support Desk Manager, responsible for first/ second level customer technical support


1. Responsible for telephone and remote support to photographic solutions customer sites on ePOS photographic capture and printing systems.
2. Logging and vetting customers service tickets.
3. Structured fault diagnosis, remote administration and troubleshooting via remote access tools and phone or email.
4. Escalation of unresolved tickets to the field or Level 3
5. Identification and ordering of required parts or replacement equipment.
6. Analysing service data to identify trends and common issues
7. Receiving inbound phone calls from customers, requesting updates and ETA’s

• Responsible for total customer satisfaction:

1. Customer focussed and able to communicate effectively at all levels.
2. Ability to escalate any abnormal issues pro-actively in a timely manner.
3. Flexible approach to meeting customer needs.

This role will also require the individual to work within a team complimenting other skills and providing support where needed.
A good understanding of computer and printing equipment is required.
The person should be a competent user of MS Word Outlook and other office applications.
The person must have an excellent working knowledge of Excel.
Good communication with a positive attitude and English language skills essential

Skills Required

Customer Service
IT Knowledge

1st Line
2nd Line
Support Desk Technician
Customer Service
IT Services