£ 9.5 - £ 10.5 / Hour
IT - Helpdesk, Technical Support
· Job type
IT and Telecoms
· External Reference
1 st Line Technical / Customer Service Support
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.
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.
� 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.
By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explains how we will use your information - please copy and paste the following link in to your browser https://www.adecco.co.uk/candidate-privacy