1st Line Support Desk - Permanent

An exciting opportunity has emerged to join the First Line Support Desk at a leading energy distribution company based in the North. 

Salary: £26,000
Location: Doxford Park, Sunderland
Hybrid working: No, this role requires on-site presence 5 days a week.
Working Hours: Monday – Friday, 40 hours per week (starting either at 7am or 8am)

We're seeking a proactive individual to join our team, someone who can provide exceptional, customer-focused technology support to our internal colleagues. Your responsibilities will involve efficiently managing colleagues' technology issues, ensuring swift resolution to minimize disruptions.

• Offer first and second-line remote support to colleagues, swiftly addressing their technology concerns.
• Ensure prompt and empathetic resolution of technology service requests, adhering to agreed standards for communication and logging.
• Take ownership of service requests and issues, resolving them directly through remote support or by collaborating with the team and external providers.
• Follow guidance from the Colleague Care Team Leader, prioritizing and allocating technology service requests effectively.

While previous experience in a similar role is beneficial, strong adherence to processes is the primary requirement, making it suitable for individuals who excel at following instructions and are process-oriented.

• Ideally, candidates will have Service Desk experience with Tier 1 technical support, demonstrating proficiency in computer systems, hardware, and software.
• Capable of resolving end-user computing technology issues, proficient in Active Directory and Office 365.
• Experienced in managing various hardware setups such as laptops, phones, and tablets.
• Demonstrated ability to provide customer-oriented services in an IT environment, ensuring customer satisfaction through courteous and empathetic interactions.
• Proficient in end-to-end management of requests/calls, maintaining ownership and oversight throughout the resolution process.
• A positive and approachable character is essential for this customer-focused role.
• Self-motivated and adaptable.
• Possession of a valid driving license.

If you're keen to learn more, please apply online or reach out to me via email.