1st line Office Support

1st Line IT Support

Full Time – Permanent (Hybrid)

West Bromwich

£24,000 - £28,000 per annum (based on experience)

Our client is based in West Bromwich is looking for a 1st Line IT support to provide IT and consultancy services to small to medium sized businesses. The primary objective of the service desk is to provide an efficient, friendly and effective first line problem solving service to their customers.

The main objective working on the Service Desk, you will be responsible for accurately logging service request calls for IT problems and provide guidance/support/solution over the phone and keeping the customer informed at all times.

Benefits

• Full time – Permanent
• £26,000 -£28,000 (based on experience)
• Hybrid working (2 days in the office)
• Monday – Friday – (9am - 5pm)
• 20 days + BH
• Pension Scheme

Key Responsibilities

• Provide a helpful professional first/second line support service to customers
• Perform predefined daily/weekly/monthly maintenance checks and tasks
• Log all service requests against the customer account in our Service Desk System
• Progress to resolution or escalation all outstanding service requests
• Perform required analysis and research to successfully resolve service requests
• Keep the customer informed at all times about the status or progress of their request
• Check and respond to alerts reported by our Monitoring System
• Maintain network documentation for customer networks
• Liaise with external technology vendors as required to resolve service requests

Personal Attributes

• Excellent telephone manner
• Excellent written communication skills
• A passion for technology and customer service
• Excellent problem-solving skills
• Excellent organisational skills

Skills and Qualifications

• Microsoft Windows
• Microsoft 365
• Microsoft Office (Word, Excel, Outlook, PowerPoint)
• Printer Setup and Configuration (beneficial, not essential)
• Basic Understanding of Computer Hardware (beneficial, not essential)
• Active Directory, Group Policy, Remote Desktop Services, TCP/IP (beneficial, not essential)
• IP telephone system and basic photocopier configuration (beneficial, not essential)
• Antivirus, Antimalware and Backup Solutions (beneficial, not essential)