IT Customer Service - First Line Support

IT Customer Service - First Line Support
Mansfield, hybrid- 1 day per week in the office for meetings etc
Circa 25,000 plus on-call allowance

37.5 hours - Monday - Friday, plus 1 in 3 "on-call" weekends

Overview:

Customer support is key to any successful business, and having someone who is always on the other end of the line to help goes a long way. You will be the first point of contact for all telephone calls, emails and general enquiries to the Managed Service Desk. Using their Internal Knowledge Base, you will be troubleshooting and resolving issues before escalating them to the Second Line Team for further investigation should you be unable to resolve them.

You will carry out these works in a professional manner using technical knowledge gained from Internal training or previous experience.

Key Duties and Responsibilities:

• Answer support telephone calls and emails directly from the customer and work to a target of the first-time fix rate, dependent on customer SLA of all issues.
• Record all works within the ticketing systems, and adhere at all times to Service Level Agreements in place with their customers
• Record all works completed in an accurate and timely manner.
• Dealing with quarantined emails and anti-virus alerts from their customers.
• Provide remote end-user training where required.
• Communicate clearly and professionally to customers and staff at all levels of technical knowledge and authority.
• Achieve company objectives and individual targets.
• Manage your own workload effectively.
• Achieve operational and quality standards.

This role involves accurate, regular technical and time reporting. Working proactively on your own initiative and closely with the Service Desk team memebers in a fast-moving industry.

Person Spec:

• Ability to communicate well with both users and technical colleagues both verbally and in writing.
• A strong customer focus and an interest in the IT Sector, as well as a capacity for technical learning.
• Ability to write documentation clearly and concisely and to pass on the relevant technical information to both technical and non-technical staff.
• A logical thinker having a high problem-solving capability and importantly an aptitude for information technology.

Knowledge and Experience (Desirable but not essential)

• Base knowledge of Windows operating system
• Some knowledge of troubleshooting desktop issues
• Base knowledge of Microsoft Office
• Base networking knowledge, e.g. switches, firewalls, routers

Reward & Benefits:

• Commitment and dedication to your ongoing personal and professional development.
• They will help you to grow to your potential so you can be at your best in your current role and to support your future career aspirations.
• A friendly and inclusive culture where teams genuinely strive to do the right thing by their colleagues and customers.
• End of year bonus subject to business performance.
  

Please note we are only able to respond to those who have been shortlisted. If you haven't had a response within 48 hrs please assume you have been unsuccessful.