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1st Line Support

Location: FARNBOROUGH, HAMPSHIRE Salary: 24500.00 - 25000.00 GBP Per Annum
Sector: Technology Job Type: Permanent
Shift Type: DAY + NIGHT Applications: 2
Posted: about 2 months ago Reference: 3088885
The 1st Line Support Operative is responsible for providing first level support to the 24/7 Service Centre. The 24/7 Service Centre provides network management, 1st line maintenance, asset management logistics services and remote monitoring support for mission critical systems to customers. 

Hours: 4 on, 4 off shift rota including nights. For example, 4 days working 7am - 7pm, 4 days off, 4 nights working 7pm - 7am and then 4 days off. 
Holidays: 25 days plus bank holidays
Company pension scheme
A range of family friendly policies including childcare vouchers
An employee-funded car leasing scheme
Occupational health support


Job Responsibilities:
• To provide first level support and ownership for all incidents and requests.
• Responsible for initial incident triage.
• Maintaining the rapport with customers by displaying a detailed understanding of their support requirements and maintain high levels of incident ownership through the incident lifecycle to a satisfactory customer resolution.
• Liaise pro-actively with suppliers and escalate where necessary to ensure timely call resolution in order to achieve customer specific SLA’s.
• Understand and proactively operate the Escalations Procedure.
• Consistently meet Helpdesk (KPI) Key Performance Indicators as set by the Service Centre Manager.
• Dispatching the appropriate engineer to resolve failures taking into account the SLAs and skill sets of the engineers.
• Responsible for ensuring that excellent customer service is provided consistently, by following up actions in a timely manner, providing regular customer updates and meeting promises made.
• Administration duties required, including writing reports.

Person Specification:
• Helpdesk or Call/Service centre experience, highly desirable.
• An interest in IT Networking or Telecoms support highly desirable.
• Strong customer service skills.
• Strong organisational skills.
• Strong written and verbal communications.


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