1st Line Support, Service Desk Analyst, Support Analyst,

People Source Consulting
11 Jan 2018
10 Feb 2018
Contract Type
Full Time
My client a leading IT solutions provider are seeking to recruit a 1st Line Support Analyst/Service Desk Engineer to join a growing support team.

Role Description

The Support Engineer role is part of the Service Desk team delivering operational support
The role reports directly to the Customer Success Manager and will be based at the
data centre facilities at Farnborough.
The role will suit a motivated individual with an ambition to build a career in IT. The opportunities for
growth and development in this role are substantial as MDS itself continues to grow and develop.
The role will require someone with a considerable degree of common sense, technical acumen and
the ability to work with a minimum of supervision.

Key Responsibilities

The key responsibilities of this role are:

? Undertake operational support tasks as directed by customer personnel
? Receiving, logging and management of incidents
? Front-line support - triage and resolution of incidents
? Appropriate escalation of issues to the Back-line support team or the on-call engineer
? Ownership of customer issues and follow up the status of issues on behalf of the customer
and communicate progress in a timely manner
? Ensure customer Service Level Agreements (SLAs) are met
? To maintain a high degree of customer service for all support queries and adhere to all service
management principles

Professional and Operational Experience

? Customer service/support experience
? Excellent communication skills and telephone manner
? Excellent organisational skills
? You will be a self-motivated achiever who gains satisfaction from providing excellent customer
? Comply with, respect and adopt MDS professional standards, procedures, policies, work ethics
and principles
? To be eligible to obtain full UK (SC) Security Clearance

People Source Consulting Ltd is acting as an Employment Agency in relation to this vacancy.

People Source specialise in technology recruitment across niche markets including Information Technology, Digital TV, Digital Marketing, Project and Programme Management, SAP, Digital and Consumer Electronics, Air Traffic Management, Management Consultancy, Business Intelligence, Manufacturing, Telecoms, Public Sector, Healthcare, Finance and Oil & Gas.
This job was originally posted as www.cwjobs.co.uk/job/79163616