1st Line Support - London, United Kingdom - Arc IT Recruitment

Arc IT Recruitment

Verified Company

London, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

**1st line Support / Service Desk Analyst
Temp / Contract - min 3 months
London / Hybrid**- VOIP, Active Directory / O365 _

1st line Support / Service Desk Analysts are required by prestigious London based retail organisation. The offices are based in the West End of London and they are offering hydrid or 100% office working. Either a Fixed Term contract, Temp or Contract situationcould be considered. If you can offer great IT customer service, know a little about VOIP, AD/O365, Windows build, printer configuration, and can juggle tickets, resolve issues - and keep your head whilst those around you are losing theirs - then we'd loveto hear from you

Key Responsibilities:

Provide firstline call capture, impact assessment, logging details as needed.
Provide secondline call resolution escalating to senior team members as required and monitor progress on calls.
Produce, review and refresh end user level documentation and provide hands on training when required.
Maintain a high degree of customer service for all support queries, adhering to all applicable service management principles (eg: maintaining ticket lifecycle updates, regular communications to affected users, appropriate escalation, etc).
To take ownership of user incidents and be proactive when dealing with user issues.
Manage elements of the mobile phone service (inventory management, handset configuration and distribution to users).
Procure, configure, and arrange delivery/installation of any IT hardware to multiple locations.
Assist in managing the voice telephony infrastructure, including adds/changes/deletes of extensions, voice mailboxes at Head Offices and Centres when required or escalating to the appropriate thirdparty service providers where necessary.
Set up laptops, projectors, audiovisual, video conferencing equipment.
Undertake building PCs and laptops, and ensure allocation is recorded accurately.
Provide outofhours support, if and when required (generally and routinely weekends from UK time, but on other occasions by exception) note: this support qualifies for additional payments.
Support VIP's with elevated support requirements at deskside or by phone, or managed via another team, as and when needed, with an appropriate level of enduser communication and ownership.

Key Requirements: