1st Line Technical Support

Reqiva Ltd
Reading, UK
19 Sep 2019
02 Oct 2019
Contract Type
Full Time
1st Line Technical Support

This is an exciting new role as a 1st Line Technical Support based in Reading. This opportunity allows you to work for the UK's largest custodian of land, property and environmental data in the UK, using a combination of AI, machine learning and domain experts to provide marketing leading and trusted interpretation.

The opportunity:

You will ensure customer enquiries and incidents are resolved in a timely and professional manner, delivering a world class customer service experience. You will ensure the ITSM system is used to record and control all service desk contact, with the accurate prioritization and resolution of incidents within SLA. Additionally, you will be required to assist the 2nd Line, DevOps and Development teams with the investigation of customer-affecting bugs and issues.

The role will involve:

* Maintaining motivation and focus within a highly technical team, developing a strong culture of technical and customer service excellence.
* Answering and resolving all customer enquiries and reported incidents, endeavouring to achieve first touch fix resolution and making sure queries are answered quickly and effectively.
* Ensuring tickets are fully updated to reflect all pertinent details and actions taken to effect prompt resolution by any member of the team.
* Working closely with the other Technical Analysts within the team to ensure the smooth functioning of platforms and provisioned services.
* Providing proactive support in responding to user calls, diagnosing and deciding on most appropriate solution and acting accordingly whilst ensuring that the call logging database is maintained and updated at all times.
* Working closely with 2nd and 3rd Line teams to take any actions required in ensuring the availability of key applications and systems at all times.
* Using the in-house ITSM system to record and track progress of both incident and problem resolution, identifying trends or repeat incidents. Technical or Functional escalations to 2nd Line and/or management as required.
* Creating and updating knowledge base articles to improve fault resolution at 1st Line and where required assist in the provision of training and support to users.
* Actively looking for opportunities to innovate and improve services and reduce incidents through automation or other improvements.
* Assisting with ongoing troubleshooting and development of systems.

About you:

You will be a strong communicator with high attention to detail, ideally with previous experience in a technical service desk role.

You will also have/be:
* Minimum A-level standard or equivalent.
* CompTIA A+ or equivalent.
* ITIL v3 Foundation or previous Service/Support Desk experience would be an advantage.
* Basic Windows troubleshooting skills.
* Basic networking troubleshooting skills (LAN/WAN, IPs, internet, etc).
* IT security (firewalls, anti-virus, etc).
* Experience of technical authoring both internal (knowledge base) and customer-facing support documentation or articles.
* Highly analytical with excellent organisation and problem-solving skills.
* Ability to actively listen and understand user requirements and translate into technical solutions.
* Willingness to take ownership of issues and manage progress until resolved.

If this role sounds suitable, please apply for consideration.

Location: Reading
Salary: up to £24,000 per annum
Job type: Permanent

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