2nd/3rd line technical support

Recruiter
Sopra Steria Recruitment Ltd
Location
Telford
Salary
140.00 - 170.00 GBP Annual + /day
Posted
13 Sep 2017
Closes
20 Sep 2017
Contract Type
Contract
2nd/3rd line technical support
Duration- 3 months with possibility of 3 month extension
Location: Telford, Shropshire, TF3 4NB

Sopra Steria Recruitment is working in partnership with a major public sector in the UK. We are currently recruiting for 9+ months contract initially with possible extension.

Role Purpose:

Working on-site at Telford and also supporting several satellite sites, candidate must be mobile also. The role would suit someone capable of effectively managing their time working from a ticket queuing system (Servcie Now).

To provide a combination 2nd/3rd line technical support and IMAC (Installs moves and changes) activity to customers via site visits, remotely, emails & telephones.

Responsibilities/Accountability:

- Respond and resolve all assigned calls within prescribed SLA. Manage workload. Take appropriate action to ensure no calls exceed SLA.
- Where unable to resolve a call, or where assigned call is in danger of not meeting SLA, escalate as per appropriate escalation procedure.
- Install and configure desktop products into network environment
- Liaise with Service Desk and clients infrastructure teams for the resolution of customer issues
- Keep customer updated throughout the life of a call, ensuring satisfactory call resolution is achieved. Update Call Management System, clearly specifying progress and resolution details
- Comply with all Customer and Getronics Policies and Procedures
- Be able to identify root cause issues from a desktop perspective and escalate to engineering teams accordingly.
- Hardware/Software experience (Dell HP)
- Required Windows XP, Windows 7, MS Office, MS Outlook, Internet Explorer, Java, TCP\IP, Anti-Virus, Laptop Wireless setups.
- Preferred - Lotus Notes, Ms Office 2007-20010, , Process Monitor, Java, TCP\IP.

Skills/Experience

- Typically secondary/high school qualified with a relevant technical qualification, required certifications and relevant work experience. At least 1 years experience working in a desktop environment.
- All applicants must be capable of performing both Incident Management and IMAC Activities