1st Line Support

Tiger Resourcing Solutions Limited
08 Mar 2018
17 Mar 2018
Contract Type
Full Time


To provide quality support with a high degree of customer satisfaction, technical expertise and timeliness


  • To accurately accept and log all telephonic, email and/or web interface requests and incidents
  • To diligently follow all Service Desk Technician work instructions and processes
  • To peform necessary troubleshooting and diagnostics to achieve high levels of First Contact Resolution according to targets and SLAs
  • To continually improve First Contact Resolution rates by referencing and making use of all available tools and knowledge documents
  • To prioritise all calls based on operational SLAs
  • To identify the correct resolver group for non First Contact Resolvable calls and dispatch within agreed OLA
  • To provide quality of ticket output according to the standards set
  • Research, resolve and respond to queries received via telephone calls, emails and call-backs in a timely manner in accordance with the Service Level agreements
  • Acquire and maintain current knowledge of relevant product offerings and support policy’s in order to provide technically accurate solutions to customers

KEY REQUIREMENTS (Skills, knowledge, qualifications and experience):



  • Experience in Service centre technology and processes
  • Passionate about customer services, with the ability to understand the importance of meeting targets and understand the importance of maintaining good customer relations
  • Able to communicate effectively via printed material, on the telephone, and over electronic services
  • Experience of VDU/Keyboard work
  • Broad experience of communicating with customers in varying support situations
  • Able to make a significant contribution in a team environment
  • Facility for adapting to a changing environment

Personal Qualities:

  • Able to work under pressure
  • Logical, pro-active and analytical approach to their work
  • Self-motivated
  • Attention to detail
  • Ability to multitask
  • Good Time Management
  • Enjoys shift working
  • Able to work flexibly within a changing environment

This job was originally posted as www.jobsite.co.uk/job/960297263

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