Second Line Support
Cheshire West and Chester, United Kingdom IT development
Job description
· Location
Crewe, Cheshire
· Salary
£9.87/Hour
· Category
IT - Helpdesk, Technical Support
· Job type
Temporary
· Industry
IT and Telecoms
· External Reference
CSA2LS141019
The Details
Full time position for 37 hours per week, with options for weekend/overnight or shift work on a voluntary basis
You must be flexible for working hours between 0700-1900 during core hours support
Tasks
Value
Team Working : Makes solid efforts to integrate into the team and positively contributes to Team objectives
and Morale
Communication : Demonstrates clear and concise written, oral and listening skills
Problem Solving and Decision Making : Demonstrates clear evidence of handling most types of technical
contacts and suggest resolutions with minimum prompting from Team Leader
Flexibility : Shows evidence of being able to adapt to new situations
Attitude : Presents a positive working attitude in difficult situations
Self Management : Demonstrates evidence of good timekeeping, professional appearance, and timely
timesheet completion
Innovation : Able to think around complex issues to work towards timely resolution
Quality
Customer Service : Demonstrates awareness of customer and business
Call/contact and Ticket Quality : Demonstrates quarter on quarter improvement on internally measured
call/contact and ticket quality, achieving expected requirements defined by your TL
License to : Using skills developed within Licence to Support program agent demonstrates UKSD best
practices. Achieving good customer service, a good knowledge of the service desk tools and shows an
aptitude in problem troubleshooting
Productivity
Maximise FTF opportunities : Supports the 1LS team achieve the more complex FTFs while maintaining 2LS
defined SLAs
AHT/CPAPD at or better than Target : Manages 2LS call durations and wrap up times in line with team targets
Queue Management : Manage individual queues to given targets with minimum intervention from Team
Leader
Qualifications
As 1LS (Typically achieved via internal promotion route based on experience)
Skills
In depth knowledge of PC technologies and desktop/server hardware and software architectures
Knowledge of basic network architectures
Ability to grasp new technical concepts quickly
In depth knowledge of Microsoft applications used on PCs
Detailed understanding of computers and how they are configured
Ability to identify and distinguish between hardware, software, network and server problems
Skills in the use of PCs and associated software and applications
Good knowledge of business support teams and their interface with customers
Proven excellence in customer service
Excellent written and verbal communication skills
Good Interpersonal skills
Training - Mandatory
Induction - via the UK Induction Portal or Local training team
Security Awareness
Health, Safety and; Environment training (Display Screen Equipment, Environmental Awareness, Fire Safety,
Office Safety)
On Job training via local training department / mentor or buddy
Core skills (modules to support individual development needs)
Training - Additional
Appropriate technical courses/training agreed with Team Leader to ensure Second line analyst is up to speed on the latest hardware and software support environment
Career Progression - subject to availability
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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