Expires soon Adecco UK Limited

1st Line Support : Retail

  • Peterborough (Cambridgeshire)
  • Infra / Networks / Telecom

Job description

Peterborough, Cambridgeshire
·  Salary
£ 9.5 - £ 10.5 / Hour
·  Category
IT - Helpdesk, Technical Support
·  Job type
·  Industry
IT and Telecoms
·  External Reference

Job Title

1 st Line Technical / Customer Service Support


Service Desk

Responsible For

Answering incoming contacts from customers and to accurately log incidents ensuring all relevant data is captured whilst logging the incident. To provide a single point of contact to our customers and to ensure that incidents are fully managed through to resolution.

Responsible To

Service Operations Team Leader

Main Purpose of Job

� 1 st Line Support of Wintel / Retail and Hardware related incidents.

� Accurately log incidents and ensure all relevant data is captured whilst logging the incident.

� Regularly updating incidents logged on the Incident Management system and provide end users with a technical solution within Service Level Agreements.

� Proactively keeping Customers informed on incident or request status and progress.

� Escalate incidents where a first time fix is not possible to either 2 nd line support or the relevant resolver group.

� Adhering to Incident management procedures.

� Monitor, progress, and resolve incidents whilst ensuring customer satisfaction through proactive updates, frequent contact and escalation where necessary.

� Resolve >60% of incidents logged as a First Time Fix

� Keeping up to date with the current standard procedures.

� Proactively maintain and develop knowledge, skills and experience through client contact, industry sources, formalised training and development plan.

� Provide a point of technical escalation and expertise.

� Escalate potential service issues initially with Team Leader/Service Desk Manager /Service Delivery Manager

� Escalate potential problem issues with Problem and Incident Management.

� Act as a role model for technical competence, helpfulness, facilitation of learning and teamwork.

� Contributing to team meetings.

Knowledge & Experience

� Educated to GCSE level or equivalent in Maths and English.

� Good knowledge of IT platforms, equipment and applications.

� Proven Customer service skills

� Up to 6 months' experience as an analyst within a similar environment

� Industry recognised qualifications in relevant area is desirable (i.e. MCP)

� Up to 6 months remote support experience of

o Windows Operating Systems (Essential)

o Citrix (Desirable)

o Cisco Telephony Systems (Desirable)

o Hardware troubleshooting of both desktop and server hardware. (Desirable)

o Application support of applications from major vendors such as Netapp, Cisco, Microsoft, etc (Desirable)

� Knowledge of supporting various windows applications including MS Office from end user perspective (Desirable)

� Understanding of the ITIL framework and knowledge of the various associated disciplines is desirable

� Experience of working to SLAs and KPIs and to be able to accurately describe their purpose is desirable.

Personal Attributes

� Positive, enthusiastic and supportive individual.

� Effective communication skills.

� Ability to take ownership of and progress incidents to resolution.

� Communication and interpersonal skills including listening, building rapport, establishing empathy whilst demonstrating awareness of internal and external issues in a calm and polite manner.

� Ability to work under pressure and apply existing knowledge to unknown areas.

� Ability to work in a team and to support team members.

� Structured troubleshooting skills and inquisitive nature.

� Passionate, professional, with a 'can-do' attitude at all times

� Proactive thinking

� Problem management and Problem solving

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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