1st Line Support Technician - Maidstone, United Kingdom - Pearson Whiffin IT

Pearson Whiffin IT

Verified Company

Maidstone, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

My client is seeking a 1st line support technician to join their dynamic and exciting team. The right person would facilitate a single point of contact for IT.

To provide first line IT support to internal staff helping with simple queries and resolving straightforwardincidents ensuring that all calls are effectively assigned, prioritised and escalated to the appropriate 2nd/3rd line queues.

Appropriately logging service requests and dealing with password resets, processing new user requests, account changes, deletions, installing new equipment and undertaking office moves.

The Helpdesk service provides support to circa 1500 staff, across 57 locations in Kent plus mobile workers and working from home.

Effectively log all incidents and requests, categorising and prioritising calls correctly and allocating calls outside the remit of 1st line to the appropriate 2nd line queue, making sure full, appropriate and accurate details are available to 2nd linefor them to quickly resolve the issue for the customer.
Managing the lifecycle of incidents and requests, closing calls when the customer is satisfied. On behalf of IT take ownership of calls, chasing up progress and provide regular updates to customers.
Keeping customers informed of the status of services. In particular, provide information to Control to ensure they are aware of any issues that could impact upon their ability to mobilise a crew or appliance. As directed, appropriately communicate informationin the event of a major IT incident and provide updates to managers as part of delivering the IT business continuity plan.