1st Line Support Engineer

Service Care Solutions
Closing date
11 Jun 2022

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Technology & New Media
Contract Type
Full Time
Service Care Solutions are looking for a 1st Line Support Engineer in Hackney, to provide a customer focused incident resolution service and complete service requests within Service Level Agreements. The main duties of the role are below:

To log all incidents and service requests within the IT Service Helpdesk System. Where possible provide a resolution at point of call or gather sufficient information for troubleshooting.
To monitor the Helpdesk mailbox to ensure that emails are responded to and progressed within SLA.
To provide an incident resolution service within agreed SLA and where necessary escalate to the appropriate teams.
To complete standard IT service requests such as; account management, internet services, setup and supply IT equipment, moves, loans within agreed SLA.
As necessary follow up on Remote Monitoring alerts to identify cause of failure and progress as necessary.
To ensure that the IT assets records are maintained and as necessary complete audits.
As required to provide onsite support to external customers.
To manage and prioritise workload to ensure that SLA are met.
To work in accordance with policies and procedures ensuring that required standards are met and there is a high level of accuracy.
To build professional working relationships with internal and external customers and third parties.

If you are interested in this role or want further discussion please contact Chris Wheeler either via email: (url removed) or tel: (phone number removed). Alternatively if you have any friend or colleagues that might be interested please feel free to refer them, as we a have a £250 referral scheme in place

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