Junior 1st Line IT Support - New Milton, United Kingdom - Talent Sure Recruitment Limited
Description
Junior 1st Line IT Support
Salary:
£20,500 per annum
Hours: 35 Hours per week - 9am-5pm - Monday-Friday
Location:
New Milton, Hybrid Working
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 answeringqueries 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.
Main Responsibilities:
- Cover the Digital Support phone line
- 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 ongoing 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 problemsolving 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 problemsolving and communication skills
- Ability to provide stepbystep 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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