£20000 - £25000.00 per annum + Pension, Health, Life
5 months ago
IT Support Technician, 1st/2nd Line IT HelpdeskService Desk Analyst, 1st line support, Microsoft, Windows, Active Directory, ITSM, Call Logging, Exchange, Office 365, Networks, Hardware, Software, Permanent, Wilsmsow, Knutford 2nd Line Support Analyst, IT Support Engineer, 1st/2nd Line Support Engineer
Superb opportunity to join a Service Desk team of a global employer. You'll learn lots, have the opportunity to work with the larger IT team and also assist in certain IT projects.
- Act as a single point of contact for IT issues and queries
- Provide 1st Line Support and resolve a high percentage of incoming IT Support requests upon the first contact including troubleshooting of IT related issues (software & hardware)
- Ensure a swift response and analysis of new requests, escalating promptly if required
- Assess the business impact of IT Incidents and accurately assign SLAs and follow escalation procedures as directed
- Take ownership of user issues, follow up the status on behalf of the user and communicate progress in a timely manner following through to conclusion
- Be fully conversant with Incident Management and SLAs
- Follow procedures, maintain documentation and standards and collate and submit asset information as required
- Always be "Service Oriented' and look to improve the level of service to the Business
You should have:
- Strong verbal and written communication skills.
- ITIL V3 Foundation is desirable
- Windows Desktop
- A positive and enthusiastic individual with a desire to innovate and improve.
- Expertise across multiple ITSM toolsets
- Proven expertise in reducing call volumes through trending and service improvement.
- A positive and enthusiastic individual with the ability to build and create a key team in the IT department
A fantastic salary of up to £25,000 plus excellent benefits is on offer
IT Support Technician, 1st/2nd Line IT Helpdesk Service Desk Analyst, 1st line support, Microsoft, Windows, Active Directory, ITSM, Call Logging, Exchange, Office 365, Networks, Hardware, Software, Permanent, Wilmslow Knutsford 2nd Line Support Analyst, IT Support Engineer, 1st/2nd Line Support Engineer