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1st Line Service Desk Technician

Posted 17 January by Mploy Staffing Solutions Ended

The support teams are going through considerable change in order to align the service with business values and customer needs and as such you will be pro-change. We are looking for an enthusiastic, energetic and confident individual with a keen interest in technology.

Responsibilities

  • Monitor incidents and ensure that the appropriate action is being taken to meet SLA.
  • Update customers by telephone, e-mail or portal on the progress of a support call or to ask for additional information.
  • Contact third parties to log support calls, get updates on open support calls or request technical support.
  • Carry out remote diagnostic tests, checks and fixes when incidents are logged by customers.
  • Assisting in internal and external customer report generation.
  • Assist with ad hoc tasks relating to implementation projects, support projects or support administration
  • Regularly update open tickets in the ITSM tools
  • Build strong relationships with customers
  • Work in a support team delivering remote support covering 0700-1900 on a rotating shift, totalling 37.5 hours per week.
  • Ability and confidence to work independently as well as part of a team
  • Contribute to Knowledge Management within the business in the form of documentation creation

Participate

  • Provide support and expertise to other departments including Sales, Projects, Engineering and Field Services
  • Actively contribute to product improvements through the alerting of software bugs via process
  • Actively contribute to service improvements through recommending changes to systems and processes

Experience

  • A customer orientated approach is critical for this role
  • A general technical understanding and familiarity with Microsoft applications
  • One year of experience in a Service Desk or a Customer Support environment would be a distinct advantage
  • An understanding of ITIL and its objectives would be an advantage
  • A basic technical understanding of Microsoft Windows operating systems

Required skills

  • Desktop
  • Helpdesk
  • Technical Support
  • 2nd Line
  • 3rd Line
  • 1st Line
  • IT
  • first-line

Reference: 34250583

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