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1st Line Helpdesk Support Agent

Posted 26 February by ReQuire Consultancy Easy Apply Ended

We have a vacancy for a 1st line Support Agent to join our client based in Farnborough, Hampshire.

The primary responsibility of the role is to: Provide IT support to internal and external customers, providing support on all IT-supported software and hardware and mobile communications. Be responsible for the management, order and distribution of software, hardware and mobile devices and also for ensuring a high level of customer service for service requests.

Currently, the Corporate IT estate comprises of 1,600 desktops, 4,600 laptops, 700 mobiles phones, 1,900 smart devices - all supported through the IT Service Desk along with a monthly volume of 4,500 requests.

Key duties include:

  • To provide 1st and 2nd line technical support; providing customer support via phone, email
    and drop-in visits into the Service Desk maintaining a high degree of customer service
    at all times.
  • To log, update and manage all calls via the IT call logging system relating to support of all software and hardware in the Operational environment.
  • Adhere to all service management principles, including the company’s software licensing
  • Be responsible for Software License Management including the ordering and distribution of
  • To manage and safeguard the confidentiality, integrity and availability of company and
    customer information.
  • Ensure compliance with organisation policies, procedures and work instructions.
  • Take ownership of problems and be proactive when dealing with all issues.
  • Allocate technical calls to the relevant resolver group, initiate escalation procedures and manage incidents.
  • Liaise with third party suppliers as required.
  • Handle VIP support calls in a professional manner.
  • Pro-actively investigating ways to reduce common issues and publishing self-help guides to assist
    the customer base. In turn this gives time back to the business.
  • Be responsible for update and maintenance of accurate internal work instructions and

    Key Capabilities & Knowledge

  • Excellent customer service skills both face-to-face and over the telephone
  • Effective interpersonal and relationship-building skills
  • Strong written and oral communication skills
  • Attention to detail
  • Logical
  • Flexible - flexibility to work shift patterns is necessary
  • Customer Centric
  • Relentless focus on improving processes
  • Keen interest in IT
  • Ability to prioritise

    Experience & Qualifications

  • Previous experience of working in a busy Service Desk environment is an advantage
  • ITIL Foundation V3 certification
  • CompTIA A+ qualification
  • Understanding of mobile telephony and smart devices
  • Understanding of Active Directory
  • Understanding of Networking
  • Experience of working to defined service levels and service catalogue
  • This role requires SC clearance

The position is a permanent, full time opportunity. The hours are not set due to the flexibility required to work a shift pattern. All rotas will be provided a month in advance so to offer structure.

Required skills

  • Mobile Communications
  • Service Management
  • Call Logging
  • 1st Line
  • Mobile Devices

Reference: 34265832

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