1st Line Support Engineer

Location : Chesterfield, Derbyshire, England
Job Ref : LB84
Consultant : Lewis Bradley
Sector : IT, Internet
Salary : £25k per year + + Bonus

Description

LB84 – Service Desk 1st Line

Location: Chesterfield

Salary: £25,000 per Annum + Bonus

Overview:

First Military Recruitment are currently supporting our client in the search for a Service Desk 1st Line.

You will be required to deal with customer-based issues, monitor call queues and gather logs and technical information from customers.

Our client is keen to offer opportunities to Ex-Military personnel, but all applications will be considered.

Duties and Responsibilities of a Service Desk 1st Line:

  • Monitor the Managed service customer environment.
  • Successful triaging of customer incidents on the service desk.
  • Providing analysis, suggestions, solutions, resolution and advice to customers and to other internal teams.
  • Monitor the incident queues to ensure cases are not left without an update.
  • Provide first class response to customer with both logged and phone based queries.
  • Troubleshooting and rectifying issues associated with customer solutions.
  • Provide a seamless escalation to 2nd, 3rd and 4th line team.
  • Creation of deployment documentation and knowledge-based articles.
  • Provide technical solutions in a professional manner and to agreed timeframes within SLA.
  • Build productive relationships internally and externally, fostering teamwork by keeping colleagues updated on activities.
  • Able to understand business drivers and risks involved to the customer.
  • Deal with hardware break-fix within the customer environment.
  • Act as an escalation for customers on an out of hours Rota – when experience allows.

Skills and Qualifications:

  • Preferably 6 months + experience of relevant technologies within the IT industry.
  • Core Skills, Knowledge & Education.
  • Communication Skills – Solid communication skills, both written and oral, with very strong customer service orientation and win-win negotiation skills.
  • Administration – Performs administrative functions as required to manage the daily activities of the functional area.

Benefits:

  • 20 days holiday, increasing 3 days for each year of service to a maximum of 35.
  • Extensive training.
  • Excellent progression opportunities.
  • Auto enrolment Peoples Pension.
  • 8:30 to 5:30 – Monday to Thursday.
  • 8:30 to 5:00 on Fridays.

Location: Chesterfield

Salary: £25,000 per Annum + Bonus

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