IT Service Desk Technician - Reigate, United Kingdom - Connect2Surrey

Connect2Surrey

Verified Company

Reigate, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

The IT&D Service Hub (Desk) is the single point of contact for all IT technical support for Surrey County Council.

We are a team of 16 staff supporting Surrey's 10,000+ staff in their use of IT.

We receive enquiries coming in via the telephone, self service, and also provide an IT Walk in Service for face to face queries in an office location 4 days a week.

You will provide a first rate, fist line technical support service to our user base, helping to resolve issues, requests and queries efficiently and professionally, mainly using remote control tools, liaising with colleagues in 2nd and 3rd line teams toensure a quick and effective response under the agreed Service Level Targets.

As a 1st line support technician, you will be responsible for the following daily duties:

Provide support for 10,000+ customers by telephone remote support
Accurately log incidents and ensure all relevant data is captured whilst logging the incident
Regularly update incidents logged on the Incident Management system and provide users with a technical solution
Resolve 60% of incidents logged as a First Time Fix (FTF)
Escalate incidents where a First Time Fix (FTF) is not possible to other resolver groups
Monitor, progress, and resolve incidents whilst ensuring customer satisfaction through proactive updates, frequent contact and escalation where necessary

We would expect you to have the following skills/attributes:

Be a great communicator both orally and in writing and ensure the highest standards are applied for record keeping and security.
Experience as an analyst within a large IT Service Desk providing support via the telephone
Windows 10, M365, Citrix and iPhone support experience
Experience of using a Call Management System (call logging) e.g. Cherwell, Hornbill, Remedy, TopDesk, ServiceNow
Excellent customer service skills and a strong customer service focus
Be team focused, flexible and have a hardworking attitude

The team primarily work remotely from home, but 1 day per week is required in an office location at one of our 3 main office bases where we provide an IT Walk in Service, this comprises of 2-3 members of the team being on site per day on a rota basis.

For initial training, we may require you to be in an office for more than 1 day per week to be effectively trained and so you can meet members of the team.

Our main office base is Woodhatch Place in Reigate, but we also provide the Walk in Service from a base in Weybridge called the Dakota building, and also in Woking in Quadrant Court.

Interviews will be held remotely via Microsoft Teams.