1St Line Support

Hammersmith, UK
19 Jun 2019
26 Jun 2019
Contract Type
Full Time
1st Line helpdesk customer service advisor wanted for ongoing temporary role based at large company in West London

Outline of Role:

The IT Service Desk Analyst will provide first line technical support to internal staff. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of staff problems, which may range from straightforward to more complicated technical issues and needs to have a genuine passion for quality and the delivery of great customer service. There is also a range of administration duties within this role.


• Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries

• Receiving, logging and managing calls from internal staff via telephone and email

• Maintaining an Asset Database and track changes

• 1st line support - troubleshooting of IT related problems from software to hardware, such as iPhones, Laptops, PCs and Printers

• Troubleshoot basic network issues such as ADSL broadband issues

• Escalate unresolved calls to the IT Services Manager

• Log all calls in the Service Desk Call Logging system (SupportWorks, ServiceNow experience is essential).

• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner

• To maintain a high degree of customer service for all support queries and adhere to all service management principles

• Publishing support documentation to assist staff with requests for information & provide staff training if required

• Good Active Directory knowledge. Creating user accounts, reset passwords, create groups etc.

• Airwatch account management and provision

• To arrange for external technical support where problems cannot be resolved in house


• An ITIL qualification is preferable but not essential

• MCP certification would be desirable


• Excellent communication skills and telephone manner.

• Excellent organisational skills

• 2 years previous IT Service Desk and/or Call Centre experience required

• Incident Management experience - Managing incidents including business expectations and communication

• User & Security Group Active Directory administration

• Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 2010

• Experience with using and troubleshooting Outlook 2010/2016 within a network environment (permissions, calendar sharing, delegation)

• Good knowledge of SupportWorks/Service Now

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