First Line Technical Support Engineer - Service Desk Analyst – IT Helpdesk Advisor (AWDO-P3519)

Recruiter
AWD online
Location
London
Salary
£23,000 - £25,000 per annum + Benefits
Posted
19 Jul 2017
Closes
18 Aug 2017
Contract Type
Permanent
Hours
Full Time
Experienced First Line Technical Support Engineer / Service Desk Analyst / IT Helpdesk Advisor that has excellent customer service and communication skills with some previous experience working on a customer service or IT help desk is required for an established and leading IT Services Company based in Central London.


SALARY: £23,000 - £25,000 per annum + Benefits


** All Levels of Experience Considered **

** Full Training Provided **

** Excellent Career Development Opportunities Available **


WORKING HOURS:

The Company support their customers from 8:00am to 11pm Monday to Sunday, and they operate a shift pattern to cover these hours.

You will work 37.5 Hours a week with one-hour lunch break.

Shift Hours are:

• 8:00am to 4.30pm Monday to Friday
• 9:00am to 5:30pm Monday to Friday
• 4:30pm to 11:00pm Monday to Friday (working from home)
• On call Weekend cover on a rota basis as required


KEY REQUIREMENTS: The Number 1 key requirement is Customer Service Skills. Candidates must be able to provide a first class customer experience at all times. You should also have a polite and professional telephone manner with the ability to build rapport quickly with clients. The ideal candidate will also have some experience of working on an IT help desk and be familiar with call logging systems.


JOB OVERVIEW

We have a fantastic new job opportunity for a First Line Technical Support Engineer / Service Desk Analyst / IT Helpdesk Advisor that has excellent customer service and communication skills with some previous experience working on an IT help desk ideally for a Managed Service Provider.

Working as the First Line Technical Support Engineer / Service Desk Analyst / IT Helpdesk Advisor you will be the first point of contact for clients, and therefore be an ambassador for the business.

As the First Line Technical Support Engineer / Service Desk Analyst / IT Helpdesk Advisor you will use your communication skills to identify the issue that the client is reporting, and log the details accordingly in the ticket management software. If possible you will resolve the client’s request or query or escalate to the relevant party.

This is an excellent opportunity to take up a customer facing role within a growing and successful Managed IT Services business that offers a professional but fun working environment.

APPLY TODAY

If this job looks like your ideal position then please send in your CV as soon as possible for our Recruitment Team to review.


DUTIES

Your duties and responsibilities as the First Line Technical Support Engineer / Service Desk Analyst / IT Helpdesk Advisor will include (depending on current experience):

• Be the first point of contact for customers for all IT needs

• Monitoring of Service Desk contact points (e.g. phones and email) and logging of issues in a timely and professional manner using the helpdesk system.

• Log calls into the ConnectWise call handling system

• Ensuring tickets are logged with the correct priority and are categorised accordingly with sufficient details for the ticket to be progressed if necessary

• As a part of a team, taking ownership of all calls from initial contact to closure

• Providing updates to customers regarding ticket progress in a timely manner

• If necessary, distribute tickets throughout the helpdesk via ConnectWise

• Escalating calls to third parties

• At prescribed intervals, seeking updates from third parties and recording the information accordingly

• IT troubleshooting of Microsoft Exchange 2007/2010/2013, Office 365, Windows Server 2000 to 2016

• Administration of AD and File and print services

• Setting up new users' accounts and profiles and dealing with password issues

• Resolve incidents with printers, copiers and scanners and upgrade different types of software and hardware

• Resolution of issues where possible, or assignment and escalation to second line engineer or external companies as appropriate

• Ensure that the service levels agreed with customers are met, processing service requests from users within agreed timescales

• All time to be logged accurately into ConnectWise on a daily basis. That way our reports are accurate.

• Routine administration and housekeeping tasks as required


IDEAL CANDIDATE REQUIREMENTS

Essential

• Exceptional Customer service is a number 1 requirement

• Excellent communication skills, both verbal and written

• Excellent teamwork

• Knowledge of MS Office

• IT Troubleshooting, Setup and configuration

• Enthusiasm and willing to go the extra mile

• Self-motivated and proactive at all times

• Able to troubleshoot hardware faults on Printers, Desktops and Laptops

• Able to install, configure, troubleshoot and administer the following products & technologies

o Microsoft Office Suite 2007/2010/2013/365
o Windows XP through to Windows 10
o Active Directory and Group Policy management
o Mobile devices in the enterprise

Desirable

• Citrix Xenapp

• Connectwise Labtech

• MS Server Administration


HOW TO APPLY

To be considered for this job vacancy, please submit your CV to our Recruitment Team who will review your details. CV’s of Job Applicants meeting this requirement will be submitted to our Client for consideration. By submitting your job application to us you are hereby giving us your express consent to submit your details to our Client for this purpose.

PLEASE NOTE: CVs MUST be attached to your email job application in Microsoft Word or PDF format for our systems to process your application correctly, rather than your CV copied and pasted into the body of the email.

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