1st Line Support - 12 month FTC

London (Central)
11 Apr 2018
20 May 2018
Contract Type
Full Time

A fantastic opportunity has arisen for an individual to join our UK IT service desk team on a 12 month fixed term contract in our Canary Wharf office.

Purpose of the Role

As a first point of contact for end-users, respond to support requests and technical issues to either resolve the issue via hands-on technical support or remote assistance, or assign/escalate to 2nd line, infrastructure, or group IT as necessary.

Key Tasks & Activities

  • First point of contact for end-user requests and issues

  • Monitor and assign support tickets in the service management tool

  • Provide resolution to requests/issues where possible or escalate as necessary

  • Liaise with 2nd line, infrastructure, and group IT teams

  • Ensure regular and concise communication with end-user

Key Interfaces

  • UK IT Infrastructure

  • Group IT

  • Procurement

  • Business (supporting all levels)

  • Participate in project work as assigned by service desk manager

Technical skills required

  • Experience migrating desktop environments

  • Good working hardware knowledge of PCs and laptops

  • An understanding of network concepts

Typical Education and Work Experience required

  • Experience working within a medium-large service desk team

  • Knowledge of ITIL best practice and experience working in an ITIL-aligned service desk

  • Relevant computing education (e.g. computer science degree)

  • Microsoft Windows certifications

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