Our client are an award winning, highly customer-focused and forward-thinking business with significant annual growth year on year – growth that is creating opportunities for the right individuals to carve out excellent careers within the IT industry. 

2. Role in Brief

3. Key Responsibilities

Providing end user support

• Answering inbound calls from clients
• Picking up tickets from the level 1 issue board and managing tickets to closure, it is expected that on average upwards of 20 plus tickets will be handled within a shift
• Identify where tools, processes and systems are impacting closure rates
• Be capable of understanding the number and type of issues you have personally closed and be capable of discussing any problematic tickets with peers and line management
• Supporting the customer base with a varied range of technologies including desktop support, email issues, connectivity requirements, printers, telephone systems & 3^rd party applications.
• Keeping the customer and ticket updated with developments.
• Where required escalating the ticket either within the team or on to the next support level.

Achieving SLA targets

• Working within your team to ensure all tickets are actioned within SLA
• Where tickets are unable to be closed within a call, identify further resolution steps and actioned with the client.
• Monitored activity through various ticket reporting tools.
• You will be expected to meet or exceed customer expectations with regards to the SLA.

Customer Satisfaction

• Ensure that the customer is satisfied with the outcome & with their experience of the business
• You will need to work to achieve the highest standard of response and identify when assistance is required to achieve this.
• When required provide information to the service delivery teams by providing information about ongoing tickets and reports relating to customers history.

Documentation & Information

• By providing regular and effective documentation you will help to maintain and effectively monitor a client’s systems and networks.

• Accuracy and detail are key to effective documentation it is expected that all relevant documentation will be completed for each ticket worked.
• Your documentation of an incident will be reviewed when escalating and must provide all relevant information. 
• All tickets need to accurate reflect the current status and must be closed out once work activities to address the issue are closed out

As your role within in the 1^st line grows, the 1^st Line Manager may ask assign you specific task(s) or duties related to 1^st Line and the support of the Customers and the 1^st Line team

5. Skills / Interests Required

• Ability to multi task across open tickets

• Passionate about technology & how it benefits businesses
• Proactive, can-do attitude
• Professional communication skill
• Outstanding customer service
• Troubleshooting and Support of relevant/current Windows versions
• Experience with Exchange online
• Exposure to Active directory on Windows Server 2008 and above
• Understanding of PC hardware, accessories & connections

6. Beneficial Experience

Previous experience with a ticketing system.

Troubleshooting LAN Networks & WIFI.

Ideally 1 Years’ experience on a Help Desk.

Strong Customer service ethos.

Logical approach to problem solving