1st Line Support Engineer

Roc Search
Cardiff (Caerdydd)
11 Jan 2018
10 Feb 2018
Contract Type
Full Time
Roc Search's Client is currently recruiting for a L1 Service Desk Engineer based in Cardiff for a contract opportunity.

Job location: Cardiff, Wales

Job Type: Contract - 3 months initially

Day rate: £120 - £140 per day


To ensure B&PS Customer Assurance Incidents are resolved and our customers are kept informed of progress until successful resolution.
  • First point of contact for Business & Public Sector customers to report Assurance Incidents to.
  • Own and manage Assurance incident to closure on behalf of the customer showing tenacity and drive to get earliest resolution.
  • Complete and follow structured questions as required in line with complex product set
  • Carry out accurate 1st line product diagnostics relevant to Incident as per Business & Public Sector toolset
  • Drive internal and external suppliers to meet the customers and Business & Public Sector requirements.
  • Be actively involved in Continuous Improvement at team and individual level.
  • Own the end-2-end incident management in line with Care levels
  • Carry out 1st line diagnostics using correct tool kit for the product reported
  • Initiate and drive escalations to meet the customers' expectations and Service Level Agreements
  • Ensure customer reported repeat incidents are identified and resolved
  • Initiate engagement with 2nd line technical support and suppliers where appropriate
  • Accurately follow procedures to ensure no failures due to ticket management
  • Undertake any ad-hoc tasks allocated by the team manager or designate
  • Complete GS prime on a weekly basis within timescale required
  • All CBT's to be completed within the required timelines

Apply now for immediate consideration. Please contact Ellysha Pletinka at Roc Search on 01183 177 222 or email an up to date CV to for immediate consideration.

As a professional company we gladly welcome applications from persons of any age and background and do not intend to discriminate with advert text and terminology.
This job was originally posted as www.cwjobs.co.uk/job/79170480