Entry Level 1st Line Support

Bridge Recruitment UK Limited
City Of London
£18k - £20k pa
18 Mar 2017
17 Apr 2017
Contract Type
Full Time
First Line Service Desk Analyst

My client have been working with small and medium sized businesses in London and across the UK providing IT service and support packages for over 10 years.
Their aim is not to meet their customer expectations; it is to exceed them and through exceptional package of services and support, theyre happy to say, according to their clients, they succeed!
We know a company is only as good as its staff, so we are delighted that their professional, committed and reliable technical and support teams always deliver superior, results.
To them, customers are not just numbers, they are real people with real objectives.
A group of hardworking individuals who harbour a not-so-secret passion for technology.

Job Description
You will be the first point of contact for their customers, and therefore be an ambassador for the business. Using your communication skills, you will identify the issue that the customer is reporting, and log the details accordingly in their ticket management software. If possible you will resolve the customers request or query or escalate to the relevant party.

Duties and Responsibilities
· Be the first point of contact for customers for all IT needs
· Monitoring of Service Desk contact points (e.g. phones and email) and logging of issues in a timely and professional manner using the helpdesk system.
· Log calls into the connectwise call handling system
· Ensuring tickets are logged with the correct priority and are categorised accordingly with sufficient details for the ticket to be progressed if necessary
· As a part of a team, taking ownership of all calls from initial contact to closure
· Providing updates to customers regarding ticket progress in a timely manner
· If necessary, distribute tickets throughout the helpdesk via connectwise
· Escalating calls to third parties
· At prescribed intervals, seeking updates from third parties and recording the information accordingly
· IT troubleshooting of Microsoft Exchange 2007/2010/2013, Office 365, Windows Server 2000 to 2016.
· Administration of AD and File and print services.
· Setting up new users' accounts and profiles and dealing with password issues
· Resolve incidents with printers, copiers and scanners and upgrade different types of software and hardware
· Resolution of issues where possible, or assignment and escalation to second line engineer or external companies as appropriate
· Ensure that the service levels agreed with customers are met
· Processing service requests from users within agreed timescales
· All time to be logged accurately into ConnectWise on a daily basis. That way our reports are accurate.
· Routine administration and housekeeping tasks as required

Skills and Experience Required

· Exceptional Customer service
· Excellent communication skills, both verbal and written
· Excellent Teamwork
· Knowledge of MS Office
· Basic IT Setup and configuration
· Enthusiasm and willing to go the extra mile
· Self-motivated and proactive at all times.

· Able to troubleshoot hardware faults on Printers, Desktops and Laptops.
· Able to install, configure, troubleshoot and administer the following products & technologies.
o Microsoft Office Suite 2007/2010/2013
o Windows XP through to Windows 8
o Active Directory and Group Policy management
o Mobile devices in the enterprise
o Citrix Xenapp

Hours of Work
We support our customers from 8 :00 am to 11 pm Monday to Sunday, and we operate a shift pattern to cover these hours.
You will work 37.5 Hours a week with one-hour Lunch break.

Shift hours are
8:00am to 4.30pm Monday to Friday
9:00am to 5:30pm Monday to Friday
4:30pm to 11:00pm Monday to Friday (working from home)

On call Weekend cover on a rota basis as required

The sHift hours are pretty static, and only change one in 6 weeks for weekend cover.