1st Line Support

SUMMARY:
1st Line Support

POSITION INFO:

Job purpose:

The purpose of this role is to act as a single point of contact for our clients staff, clients, and vendors, providing technical support, guidance, and end to end ownership of ITIL aligned Service Desk processes (Incident, Service, Change and Problem Management).

Duties:

• To log all calls and requests (received via telephone, email or any other medium) on the call management system
• To ensure the relevant call queue is managed efficiently and effectively thereby minimising breaches of core-agreed Service Level Agreements
• To provide technical support to internal customers resolving a high proportion of calls at first point of contact
• To demonstrate excellent customer service (soft) skills always
• To allocate those calls that cannot be fixed at first point of contact to the appropriate support functions within IT thereby facilitating efficient resolution
• Arrange for external support where problems cannot be resolved internally, and the appropriate third-party agreements are in place.
• Be the touch point for all queries regarding policies, procedures and processes governing IT and its relationship with the business.
• Facilitate the practice of, and ensure adherence to, all policies, processes and procedures in place governing service management and delivery
• Proactively demonstrate commitment to the team ethos
• Facilitate building a positive relationship with the customer base
• Take ownership of additional tasks, or projects, pertaining to improved service management and delivery
• Be an application expert in respect of the call management system
• Assess which support function incoming calls/requests should be allocated to
• Either attempt to resolve an issue or refer it to 2^nd line support given time pressures and the scope to ramifications of. error
• Approve or reject customer requests given the requirements of existing policies e.g., security.
• Escalate (or not) calls to management given their potential impact
• Assess the priority of each call/request as it comes in
• Assess the efficiency of existing processes governing customer interaction with IT.
• Assess the need for new processes governing customer interaction with IT.

Essential requirements  

• 2 years -  Help/Service Desk experience
• ITSM Service Desk Tool experience
• O365 Experience – managing users\groups.
• Good problem solving and troubleshooting skills.
• Strong communication skills, both oral and written
• Friendly, approachable, and helpful with good customer service skills
• Excellent telephone manners with an understanding of the principles of call management and associated software
• Strong working knowledge of core systems and applications e.g., Operating Systems - Windows 10 & 11. Internet Browsers, Office Versions 2016 –O365.
• Basic understanding of PC hardware set-up and configuration
• The ability to work under pressure whilst maintaining quality

Preferred requirements

• Understanding of Active Directory
• ITIL Foundation
• Familiarity with basic networking terminology and concepts.
• A+ Accreditations