1st line support/Service Desk

Hamlin Knight - Recruitment Specialists in Human Resources, Office Support and Sales & Marketing
19000.00 - 21000.00 GBP Annual
15 Mar 2019
27 Mar 2019
Job Type
Contract Type
Are you an IT or Computer Science Graduate with some industry experience looking for a fresh and exciting opportunity? My client is a highly successful and well established IT Services and Consultancy organisation with a strong presence across the UK.

They currently have an opportunity for a 1st line Support/Service desk analyst to join their team in the Midlands office.

The role will involve:
- Being the first point of contact for customers, both through phone and email.
- Raising all support calls on the system, and either taking ownership of the ticket or routing it to the correct team.
- Ensuring all information all information is gathered in a clear and concise manner.
- Troubleshooting issues, both over the phone and by remotely accessing the user environments to carry out diagnostics.
- Liaising with other departments and third parties where required, maintaining strong communication with the client throughout.
- Strive to maintain customer SLA's, escalating issues to the Team Leader where necessary.
- Providing an excellent level of customer service at all times.
- Adhere to company policies and procedures at all times
- Confidence in dealing with customers when providing both telephone and remote support.
- A high degree of customer focus.

The successful candidate will have:
- Some experience in a similar role
- Experience using Helpdesk software such as, but not limited to; Remedy, Solar Vista or LANDesk.
- Experience with using and troubleshooting MS Office, with an emphasis on Outlook.
- Basic understanding of Active Directory and Exchange.

This is an excellent opportunity to join an employee focused business that has excellent training and progression opportunities for the right candidates.