Technical Support Advisor 2nd Line It - Witney, United Kingdom - FOCUS 4 U LTD

FOCUS 4 U LTD

Verified Company

Witney, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Established in 2003, we're proud to be one of the UK's leading independent providers of essential business technology.

We know the right people are the key to success. The energy, entrepreneurial spirit and expertise of our teams are at the heart of Focus Group. Our people make the difference.

We offer a large selection of benefits to our employees which can be found on our website, to encourage great employees to join us and maintain a healthy, happy workspace.

We are now recruiting for a Technical Support Advisor 2nd Line IT

The purpose of this department / team is to provide 2nd line support and excellent customer service in the areas of; IT, including Office 365, Windows Server, Desktop Support, Networking, and Wireless Systems

Main duties of this role are:

Manage tickets assigned and ensure system is organised and up to date.
Answer the phone within the agreed target time and as a minimum, to meet any agreed personal call targets.
To diagnose, log, action and follow through to resolution all faults and requests, including escalations whilst keeping the customer informed of progress. Be able to identify when a fault cannot be fixed remotely and route straight into Field EngineeringCoordinator for booking.
To update your line manager on any outstanding faults or that have breached their SLT, in a timely manner

At Focus Group you can be proud of what you do, how you do it and feel a true part of the team.

We work hard to create an inclusive, collaborative and rewarding environment where you are inspired to achieve brilliant things and really make a difference tothe future of our business.