1st Line Support Technician, Burgess Hill
Client:
Location:
Burgess Hill, United Kingdom
Job Category:
Other
-
EU work permit required:
Yes
Job Reference:
839ff3c1065b
Job Views:
51
Posted:
22.06.2025
Expiry Date:
06.08.2025
Job Description:
Job Description
We are looking for 1st Line Support Technicians to join a hard working team in Burgess Hill in Sussex.
You will be joining a service operations team as Service Desk Analyst will work within the End User Computing Team providing software, hardware and network support to multiple customers.
KEY RESPONSIBILITIES
* Providing support from the remote service desk.
* Handling Inbound calls, logging new tickets or updating existing tickets as appropriate.
* Completing first-time fixes where possible.
* Taking ownership of incidents, requests and problems and progressing to closure or escalating as required.
* Ensuring all modes of customer contact are responded to – telephone calls, emails and customer portal.
* Providing a good level of service by meeting or exceeding contractual SLAs, KPIs and Customer Satisfaction.
* Using agreed scripts and processes, applying customer knowledge base articles where appropriate to apply high standard delivery if triage and trouble-shooting
* Closing a targeted number of tickets every day
* Recording and maintaining knowledge base articles
The successful candidate will need to demonstrate.
A passion for technology and a desire to build a career in IT managed services.
* Previous experience within a Service Desk environment delivering remote support to corporate clients
* Experience with using a service management platform
* Good Incident/Request management and ticket handling skills
* Experience of working to SLA’s and KPI measures
* Experience of using/contributing to a Knowledge base
* Understanding of ITIL is beneficial
* Commitment to personal and professional development
This role would suit: 1st Line support, Desktop support, Support Analyst, IT analyst, IT technician
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Created on 22/06/2025 by TN United Kingdom
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