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
1. Providing support from the remote service desk.
2. Handling Inbound calls, logging new tickets or updating existing tickets as appropriate.
3. Completing first-time fixes where possible.
4. Taking ownership of incidents, requests and problems and progressing to closure or escalating as required.
5. Ensuring all modes of customer contact are responded to – telephone calls, emails and customer portal.
6. Providing a good level of service by meeting or exceeding contractual SLAs, KPIs and Customer Satisfaction.
7. Using agreed scripts and processes, applying customer knowledge base articles where appropriate to apply high standard delivery if triage and trouble-shooting
8. Closing a targeted number of tickets every day
9. 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.
10. Previous experience within a Service Desk environment delivering remote support to corporate clients
11. Experience with using a service management platform
12. Good Incident/Request management and ticket handling skills
13. Experience of working to SLA’s and KPI measures
14. Experience of using/contributing to a Knowledge base
15. Understanding of ITIL is beneficial
16. Commitment to personal and professional development
This role would suit: 1st Line support, Desktop support, Support Analyst, IT analyst, IT technician