1st Line Support Advisor

Sarah West Recruitment
01 Feb 2018
13 Mar 2018
Contract Type
Full Time
1st Line Support Advisor
£18k - £20k+ overtime

Our client is based on the outskirts of Exeter as a Service Centre, and due to growth is looking for an additional team member to provide IT support services to their client base.

As a helpdesk analyst you will be required to be the 1st point of contact to their valued customer base and internal support staff. This is a telephone based role that requires a high level of care and attention to detail. You’ll be expected to understand the value of customer service and want to make sure the customer is at all times the number one priority.

The role would suit someone who has 1st line tech support experience or someone who is a (phone based) customer service advisor and has IT knowledge who is willing to learn more. As your knowledge increases you will then take on more technical diagnosis, and the resolvment of issues.

What will the role of 1st Line Support Advisor include?

• Logging call with detailed notes of the customers problem
• General administration
• Helpdesk support and guidance on general use of systems supported including telephone training for customers when required
• Diagnostics of IT hardware and software faults, rectifying over the telephone or by remote dial as much as possible
• Escalations to 3rd line or to an on-site Engineer as necessary ensuring that support notes give concise and accurate detail of the fault and actions taken
• Telephone support for Field Service engineers attending hardware/software incidents
• Assist in rolling out planned remote software changes/upgrades
• Identifying potential new sales leads and passing these onto the relevant department.

The person!

• Must have a genuine interest to help people
• Excellent communication skills
• Previous 1st line tech support role is advantageous
• Basic IT understanding and keen to learn more, along with previous customer service (phone based)
• A knowledge of SAGE/accounting practices would be desirable
• Full and thorough training will be given on all other systems that the company support.
You need to be able to work shifts including weekends, weekends are worked on a rota and are considered overtime - so you’ll be paid at an enhanced rate for those hours. You will also need to have your own transport

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