JUNIOR 1ST LINE IT SUPPORT

Munka kategóriák: Full-time
Salary:
20000 - 21000 GBP/Year

Junior 1st Line IT Support

Salary: £20,500 per annum

Hours: 35 Hours per week - 9am-5pm - Monday-Friday

Location: New Milton, Hybrid Working

As part of the Technical Team, you will be the first point of contact for queries arriving via phone and email.

Logging and assigning incidents via incident management system, quickly and accurately and providing 1st line fixes for low level problems.

You will also be maintaining relationships with external maintenance providers to ensure that escalated cases are resolved in a timely manner. A large part of the role is building rapport with customers, providing excellent customer service, and answering queries regarding outstanding cases.

You will need to follow standard procedures for the triage and proper escalation of unresolved issues to the appropriate internal or external teams.

Internally you will be liaising with other parts of the business. Also proactively monitoring of system notifications from customer sites logging cases as necessary.

Main Responsibilities and Activities

Cover the Digital Support phone line
Manage emails arriving in the Digital Support Mailboxes and log cases as needed
Monitor proactive notifications from site servers and log calls as necessary
Follow documented procedures to triage problems and implement low level fixes before assignment to engineers
Escalate unresolved issues to 3rd party contractors for visits to site
Track the progress of externally escalated jobs to ensure adherence to SLA
Provide prompt and accurate feedback to customers
Ensure all issues are logged properly and accurately on case management system
Maintain professional and empathetic relationships with customers
Keep Digital Support Supervisor and Digital Support Manager apprised of significant on-going issues
Assist with the production of customer reports

Requirements

Qualifications & Training

GCSE pass in Maths and English (Essential)
Abilities with Microsoft products (Essential)

Personal Attributes & Skills

Strong communication skills
Empathetic manner
Critical thinker and problem-solving skills · Positive 'can do' attitude
Experience of entering data quickly and accurately ·
Able to balance the needs of multiple tasks at once
Excellent telephone manner

Experience (Essential)

Experience in a busy, customer facing role
Experience of performing general administration tasks
Ability to follow standard procedures consistently
Ability to diagnose and troubleshoot basic technical issues and implement fixes (full training provided)
Excellent problem-solving and communication skills · Ability to provide step-by-step technical help, both written and verbal

Experience (Desirable)

Proven work experience as a 1st line IT technician or similar role
Understanding / experience of the Telecare industry
Knowledge / understanding of relevant Telecare standards

Company Benefits

23 days holiday rising to 25 days annual leave pro rata
We offer you discounts on everything from groceries and shopping through to holidays, insurance, days out, restaurants and more
24/7 employee assistance programme
Family and friends' discounts on our services & products
Pension Scheme, up to 4% Company matched
Life assurance 2x annual salary

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