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1st Line Helpdesk Support Engineer
- Maidstone, Kent
- £7.00 - £8.00 per hour
- 63 applications
- Job type: Temporary, full-time
- Date:
- Reference: 21170627
-
Duration: 3 months
My client is looking for 2 Helpdesk Support Engineer to join their busy team.
To provide Service Desk support for customers and related specific dutiesassociated with incident and request resolution.
Main duties and responsibilities:
Perform 1st line service desk duties, logging incidents and requests in detail, promptly and accurately whilst working flexibly to adapt to call queues. The job holder would be expected to solve a range of basic problems within their capabilityusing troubleshooting / investigation techniques making use of remote management tools where necessary.Incidents and requests that cannot be answered by the jobholder would be assigned according to pre-defined rules.
Proactively keep customers up to date with progress on their outstanding support requests; develop and maintain a good working relationship with customers. Maintain awareness of services offered by and promote services to customers when the opportunity arises. Identifies and escalates customer conflicts as they arise.
Maintain an overall knowledge of supported hardware and software including SIMS. Use and share that knowledge to provide improved support and produce solutions for end users appropriate to that level of knowledge. Keep up to date with ICT related products and tools in sufficient detail to know features and limitations. Maintain a knowledge and understanding of relevant policies and procedures.
Identify and apply remedies to problems, or escalate unsolved problems to appropriate staff. Ensure that problems and solutions are documented and shared for future reference by support staff; submitting knowledge base articles on a regular basis where applicable.
Candidates must have a current CRB.
To provide Service Desk support for customers and related specific dutiesassociated with incident and request resolution.
Main duties and responsibilities:
Perform 1st line service desk duties, logging incidents and requests in detail, promptly and accurately whilst working flexibly to adapt to call queues. The job holder would be expected to solve a range of basic problems within their capabilityusing troubleshooting / investigation techniques making use of remote management tools where necessary.Incidents and requests that cannot be answered by the jobholder would be assigned according to pre-defined rules.
Proactively keep customers up to date with progress on their outstanding support requests; develop and maintain a good working relationship with customers. Maintain awareness of services offered by and promote services to customers when the opportunity arises. Identifies and escalates customer conflicts as they arise.
Maintain an overall knowledge of supported hardware and software including SIMS. Use and share that knowledge to provide improved support and produce solutions for end users appropriate to that level of knowledge. Keep up to date with ICT related products and tools in sufficient detail to know features and limitations. Maintain a knowledge and understanding of relevant policies and procedures.
Identify and apply remedies to problems, or escalate unsolved problems to appropriate staff. Ensure that problems and solutions are documented and shared for future reference by support staff; submitting knowledge base articles on a regular basis where applicable.
Candidates must have a current CRB.
