First Line IT Support Agent

Barlborough, UK
17 Oct 2019
01 Nov 2019
Contract Type
Full Time
First Line IT Support Agent

Location: Barlborough

Contract: Temporary - 3 months

Start Date: ASAP

Working Hours: 37.5 hours per week, working between 7AM - 6PM

Hourly Rate: £10/ph

Our client is looking to grow their team of Tier 2 Technical Customer Support professionals in Barlborough. You'll join a diverse team of high performing technical and customer service experts, working on some key high profile, revenue generating customer contracts.

The main purpose of the role is to handle incoming telephone and email faults and service requests, ensuring that all incidents and requests are logged and vetted, diagnosed and/or processed so that they are dealt with in accordance with contractual SLAs.

  • Ensure that reported faults and Service Requests are responded to in line with SLAs.
  • Effective management of 3rd party suppliers/resolvers to ensure optimal performance in line with associated SLAs.
  • Provide an effective, professional response and solution(s) to reported Incidents/Requests
  • Maintain relationships with contractual service providers and internal IT resolver groups.
  • Restore normal service to the user as quickly as possible.
  • Offer general guidance and advice to users.
  • Achieve maximum personal KPI's and Call Quality objectives.
  • Assist the team in achieving set targets such as first contact fix and mean time to resolve
  • Take ownership for personal development and strive to continually improve on existing skills in order to enhance performance within the job role.
  • Be an advocate of world class customer service.
  • Contribute to knowledge documentation activity
  • Ensuring all chargeable incidents and requests are highlighted and confirmation that charges have been made prior to closure of a ticket is obtained from the Contract Team
  • Accurately implement and work in line with Company Policies and Procedures
  • Maintain professional standards of quality of work, personal presentation and personal conduct
  • Utilising communications equipment and remain as accessible as possible throughout the working day
  • Carry out additional responsibilities as requested by the Operational Co-ordinator/Service Desk Manager/Operations Manager
  • Ensure that all Company matters are kept confidential at all times
  • Take good care of all Company supplied tools and equipment
  • Proactive 3rd party management and quick response to associated escalations

About You:
  • Good interpersonal skills, polite telephone manner, effective communicator at all levels
  • Understanding of the workings of a Service Desk and ITIL aligned processes
  • Effective listening skills and excellent attention to detail
  • Active Directory account administration.
  • Exchange account administration.
  • Windows Server folder administration.
  • General Microsoft Windows application support and installation. SCCM deployment.
  • Understanding of Microsoft Office applications and Operating Systems in respect of dealing with 1st line user queries, requests and faults.
  • Experience of remote diagnosis and fixes via RDP, Bomgar or other remote control system.
  • Ability to work to deadlines and work as part of a team
  • Able to prioritise own workload and often be self-reliant
  • Able to use own initiative and self-motivated
  • Good organisational skills
  • Work well under pressure, good time manager, good team worker, ability to multi-task.
  • Remain professional, tenacious and persevering in all situations
  • Knowledge and appreciation for customer environment and challenges would be advantageous

To apply for this position or for more information on the role please attach a copy of your CV or call Molly on .

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