Your new role
1. Handle Iing Requests: Log, track, and resolve incidents and service requests from end users via telephone, portal, email, and walk-ins.
2. Immediate Action: Identify and take corrective action to resolve or contain issues directly. Use technical and problem-solving skills to address 70-80% of iing calls.
3. Record Keeping: Accurately record call details in the IT Service Management tool, ensuring customer information is up-to-date.
4. Issue Monitoring: Monitor and escalate issues based on their severity.
5. Troubleshooting: Utilise diagnostic tools, FAQs, and knowledge bases to troubleshoot problems.
6. Team Coordination: Assign 3rd line issues to the appropriate team for faster resolution.
7. Knowledge Base Contribution: Rmend information to be included in the knowledge base.
8. Provide Guidance: Offer general advice, contact points, and guidance on available IT services.
9. Team Collaboration: Work with other team members on a rotating basis to ensure continuous coverage during operational hours.
What you'll need to succeed
10. Previous experience with 1st and 2nd line support (ServiceNow, Azure, ITIL, Windows/Microsoft,
11. Ability tomute to their Watford office 5 days a week
What you'll get in return
12. An initial 1-month contract (potential to extend, grow or made perm)
13. £180 Per day rate inside IR35 (via Umbrella)