First Line Service Desk Technician

Recruiter
Jigsaw Specialist Recruitment
Location
Dorset
Posted
15 Nov 2018
Closes
10 Dec 2018
Contract Type
Permanent
Hours
Full Time
We have an exciting opportunity for a First Line Service Desk Technician to join our market-leading technology solutions client based in Poole.

As the first point of contact for customers, you will monitor new incidents and requests, taking ownership of reported incidents. You will see incidents through to escalation or resolution, building strong relationships with both internal and external customers. A good listener, you should have the ability to communicate technical issues at all levels in a professional manner.

Key responsibilities will include:

* Monitoring incidents and ensuring that appropriate action is taken to meet SLA.

* Updating customers by telephone, e-mail or portal on the progress of a support call.

* Contacting third parties to log support calls, obtaining updates on open support calls or requesting technical support.

* Carrying out remote diagnostic tests, checks and fixes when incidents are logged by customers.

* Regularly updating open tickets in the ITSM tools.

* Working in a support team delivering remote support covering a core rota of (Apply online only), with cover required for early and late shifts and weekend working on a rota basis.

Skills and experience required:

* Excellent customer service skills.

* A general technical understanding and familiarity with Microsoft applications.

* One year’s experience in a Service Desk or a Customer Support environment would be a distinct advantage.

* An understanding of ITIL and its objectives would be an advantage.

* An IT or technical background with an understanding of Microsoft Windows operating systems

In return you will be rewarded with a competitive salary, excellent benefits and great development opportunities

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