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
