1st Line Support

  • Location

    Manchester, Greater Manchester

  • Sector:

    Infrastructure and Support

  • Job type:


  • Salary:

    £130.00 - £150.00 per day

  • Contact:

    Alex McQuade

  • Contact email:


  • Job ref:


  • Published:

    about 1 year ago

  • Duration:

    6 Months

  • Expiry date:


  • Start date:


  • Client:


IT, Support, Engineer, Laptop, Hardware Support, Software Support, Troubleshooting, Windows, MAC, SLA. Service Desk

1ST LINE SUPPORT - Central Manchester

  • Provide first level Help Desk support for all IT related calls, striving to achieve a high level of fix at first point of contact.
  • Follow agreed procedures, responding to requests for assistance by providing information to enable callers to solve their problems.
  • When requested to by Help Desk leadership, action customer requests in accordance with SLA's.
  • Adhere to escalation procedures, promptly allocating unresolved calls as appropriate.
  • Recognise and escalate call/incident trends to Team Leader to enable prompt escalation to Incident Management as appropriate.
  • Provide high levels of customer service providing a consistently friendly, helpful and efficient service.
  • Maintain high level of personal productivity to support colleagues and achievement of Helpdesk SLA's.

* Proficient in Desktop Software, (MS Office)
* Use of email (MS Outlook)
* Awareness of Service Management disciplines (e.g. configuration, change, problem, operations, capacity, availability, performance etc.)
* Familiar with Windows NT, CICs. ITIL foundation