Job Description This is for a 12 Month Fixed Term Contract. This role can be based Hybrid from our Hartlepool or Chippenham Office. Main Responsibilities: To recognise the importance of good timekeeping, which ensures punctual login to the phone system and aids call management in line with service SLAs To manage the customer mailboxes and ensure timely logging of emails in ITSM Tool. To accurately log all relevant incident/service request and request for change details in accordance with service specific documented procedures. To allocate categorisation and prioritisation levels in accordance with customer contractual requirements To provide first line investigation and diagnosis where applicable ensuring that IT issues & faults reported to the appropriate teams and are resolved in the shortest possible time, meeting the organisations service level targets, and minimizing the disruption to critical system. Resolve basic hardware / software problems. To collect and record accurate information (use Quick Solutions where in place) to aid the second line team to progress any calls transferred to their Group To resolve those incidents/service requests classified as First-Line-Fix, i.e. password resets and account reactivations/deactivations etc To keep users informed of progress (especially post SLA breach) To accurately close (using closure codes), all resolved incidents, requests and other calls in a timely manner, especially at month end To reflect on customer feedback through customer call closure surveys To contribute to team meetings To undertake all required training for the role To provide IT support & preventative maintenance for all contracts. To ensure comprehensive documentation of procedures are maintained, and to ensure that system documentation and support process is regularly reviewed. The role is 24*7 Shift working. 14 Shifts every 28 Days. The exact rotation will be discussed during the interview stages.