This role is based from our Hartlepool office. This will be covering core shifts which are Monday to Friday between 8am- 4.30pm/8:30am-5pm.
You will have 1st line experience in proving IT service for users in the following:
- Demonstrate excellent customer service and influencing skills across various mediums.
- Knowledge of using Microsoft office suite (i.e. Outlook / Excel )
- Flexibility in approach
- Self Motivated
- Ability to make decisions and take ownership
- Strong communication skills
- Excellent attention to detail
- Ability to follow instructions
- Experiencing of working in a first line role and a understanding of ITIL is desirable but not required.
Role involves:
- To recognise the importance of good timekeeping, which ensures punctual login to the phone system and aids call management in line with service SLAs
- To manage the customer mailboxes and ensure timely logging of emails in ITSM Tool.
- To accurately log all relevant incident/service request and request for change details in accordance with service specific documented procedures.
- To allocate categorisation and prioritisation levels in accordance with customer contractual requirements
- To provide first line investigation and diagnosis where applicable ensuring that IT issues & faults reported to the appropriate teams and are resolved in the shortest possible time, meeting the organisations service level targets, and minimizing the disruption to critical system.
- Resolve basic hardware / software problems.
- To collect and record accurate information (use Quick Solutions where in place) to aid the second line team to progress any calls transferred to their Group
- To resolve those incidents/service requests classified as First-Line-Fix, i.e. password resets and account reactivations/deactivations etc
- To keep users informed of progress (especially post SLA breach)
- To accurately close (using closure codes), all resolved incidents, requests and other calls in a timely manner, especially at month end
- To reflect on customer feedback through customer call closure surveys
- To contribute to team meetings
- To undertake all required training for the role
- To provide IT support & preventative maintenance for all contracts.
- To ensure comprehensive documentation of procedures are maintained, and to ensure that system documentation and support process is regularly reviewed.
- This will be covering core shifts which are Monday to Friday between 8am- 4.30pm/8:30am-5pm