1st Line Support - Newcastle Upon Tyne, United Kingdom - Steria Recruitment

Steria Recruitment
Steria Recruitment
Verified Company
Newcastle Upon Tyne, United Kingdom

1 month ago

Tom O´Connor

Posted by:

Tom O´Connor

beBee Recruiter
Description

Job Title:
Digital Service Desk Advisor

Location:
Hybrid/Newcastle

Duration:
Permanent

Role:


As a Digital Service Desk Advisor you'll be joining the Digital Policing function and play a key role in providing effective 1st line technical support to employees, customers and officers across the force.


Joining Digital Policing as a Service Desk Advisor provides you with the opportunity to develop your skills, knowledge and experience, alongside exciting opportunities to achieve your professional aspirations within our department.


Responsibilities:


  • You will provide outstanding 1st line technical support to your colleagues, ensuring incidents, problems and requests are progressed, in line with agreed Service Level Agreements (SLAs).
  • You will support effective incident root cause analysis, with the aim of minimising the impact to operational and enabling services, through the prompt restoration of service.
  • You will collaborate with colleagues across Digital Policing, working as one team to resolve issues and restore service at the earliest possible opportunity.
  • You will proactively manage and improve the knowledge base and documentation, sharing with colleagues to improve the knowledge across the team

Requirements:

- experience of providing 1st line support, including providing advice and support with software solution and end user devices.

  • Demonstrate an enthusiastic outgoing approach to customer service, with a logical approach to problem solving at first line investigation.
  • Excellent written and verbal communication skills, to support end users during the initial investigation and faultfinding process.
  • The ability to provide all end users with an exceptional level of customer service, supporting them in their use of technology.
  • The ability to proactively assess the impact and urgency of Incidents and Requests, and ensure accurate records are created for our Service Management system.
Intelligent Resource is committed to barrier-free and inclusive recruitment. We are a Disability Confident recruiter, and a RIDI 100 and Business Disability Forum partner organisation.
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