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1st line support

Location: WATFORD, HERTFORDSHIRE Salary: 9.00 - 10.00 GBP Per Hour
Sector: Business Support Job Type: Temporary
Shift Type: N/A Applications: N/A
Posted: 10 months ago Reference: 3085607
*** An exciting opportunity has arisen to work for my well established client***

My client is looking for a Support Specialist to join their expanding team located in centralWatford

This role is initially temporary, but has the scope to turn into a long term permanent position.

* Provide 1st line IT Service Desk support, including call logging, gathering information and incident resolution.

* Monitor the daily interaction, call / ticket flow and escalation with the internal supporting teams.

* Provide a high level knowledge of all support procedures and overall ITIL Service Management Foundation practices.

* Assist in the measurement, reporting and achievement of ‘Service Level Proposals’ or ‘Service Level Agreements’ for the IT Operations support model.

* Responsible for the communication from 1st Line support teams regarding the day to day operations to both the business and internal IT groups.

* Provide the first point of escalation for IT related problems.

* Distribution of the workload among the 1st Level support teams, and management of the incident ticket queue.

* Drive Knowledge Management for 1st Level support teams.

* Assist in problem investigations to identify root cause of incidents.

* Back fill for supervisors and management as necessary.

* Provide the first point of escalation for IT related service requests.

* Back fill for management as necessary.

Key Skills, Knowledge & Experience:

* Educated to A Level

* Customer focused with strong relationship building and influencing skills (essential)

* Able to work as necessary off hours (essential)

* Excellent organisational and communications skills (essential)

* An interest in IT (essential)

* Highly focused on achieving or exceeding expected customer service levels

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