1st Line Support Engineer

10 Mar 2018
14 Mar 2018
Contract Type
Full Time

This is an immediately available role

8-00 - 17.30 Mon - Thurs

8-00 - 17.00 Fri

Do you have previous Helpdesk / 1st Line Support experience and are immediately available?

Our client is seeking a candidate to provide support and advice to employees on a range of IT issues & to provide a comprehensive and professional ICT Services Desk service to staff and external customers, 1st Line Support / Service Desk

The 1st Line Support Engineer needs to have the following experience:

  • Telephone based support - 1st Line
  • Providing basic OS office support & basic applications support
  • Ticket Systems
  • Includes email and portals (ticketing system)

What the 1st Line Support / Service Desk role involves:

  • Handling all customer contact, via email, telephone and self-service.
  • Logging all incident, service request and problem records.
  • Allocating category profiles and prioritisation codes.
  • Providing initial investigation and diagnosis.
  • Resolving incidents and service requests and restoring service as quickly as possible.
  • Achieving service level agreement, response and fix times.
  • Escalating incidents/requests that cannot be resolved in agreed timescales and prior to SLA breach.
  • Keeping users informed of progress.
  • Closing all resolved incidents, requests and other calls.
  • Provision of standby and on call service.
  • Any other duties as and when required appropriate to the level of this post.
  • Managing incoming calls on the Helpdesk
  • Organising and liaising with other team members in the efficient handling of calls
  • In time, with sufficient training, advising users on solutions available
  • Supporting the IT function
  • You are responsible for your health and safety and have a duty of care for others around you within your working environment.
  • Promoting good housekeeping for an efficient working environment

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