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Service Support Engineer - Second Line, 2nd Line, Service Desk
Our UK based law firm client are actively looking to take on a new Service Support Analyst (Second Line, 2nd Line, Service Desk) on a permanent basis. This role will be operating as the first point of contact for any users reporting any technical issues to the service desk.
The role requires a strong customer service focus with prompt response and efficient resolution. The right person for this Service Support Analyst (Second Line, 2nd Line, Service Desk) role will be confident and customer facing. Additionally if you have the following experience that will be extremely benficial:
- Experience working on a service/help desk environment
- Ideal but not required law firm experience
- Solid understanding of microsoft products such as (win 10/11, Exchange, AD, Teams etc.)
The main responsibilities include, but will not be limited to:
- You will be the first point of contact for any users reporting problems to the Service Desk, with a keen focus on customer service and prompt response times.
- Log, update and close all calls received in the call logging system, whether received via telephone, email or in person.
- Ensure the Service Desk phone is answered at all times within core support hours.
- Carry out meeting room set ups, using AV equipment in offices.
- Promote and nurture a customer focused and performance driven culture within the IT Department.
- Suggest areas for improvement and take ownership of initiatives based on colleague and user feedback.
- Maintain at all times a professional, friendly and customer service based approach in interactions with customers and internal colleagues.
- Keep and maintain a safe and tidy working environment.
- Escalate to the Service Desk Manager any major or ongoing problems that might affect business operations.
- Maintain a daily awareness of the status of open faults awaiting resolution, and to provide feedback on such faults to the call originator, at periods suggested by them.
- Manage all incidents, requests and problems to a high level of customer service ensuring the needs of the business are given the highest priority in-line with IT policy and procedure.
- Carry out project work as required whilst adhering to deadlines and priority levels. If in doubt over competing priorities seek guidance from project management or line management immediately.
- Manage Service Support Team work queue as per call handling guidelines.
- Cover a shift pattern between Mon-Fri 08:00-19:00 as required.
- Occasional travel to regional office
- Ensure all desktop related IT assets as specified by the Configuration Management Policy are entered into the CMDB and track as per the policy.
