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1st Line Technician

Posted 2 February by Thefutureworks Easy Apply Ended

Our client seeks a 1st Line Support Technician to join their organisation, this is a fantastic opportunity to grow and develop within the role. Superior working conditions with excellent benefits, free onsite parking which is based near to the city centre of Coventry.

1st Line Support Technician

Salary and Hours
To cover a shift pattern on a rota basis to meet operational demand. Shift pattern 08.00-20.00 - Monday to Friday and 08.00 - 14.00 - Saturday (1 on 7). 40 hours per week.

Purpose of role
To provide telephone and email support to our customers with a high degree of customer focus to organisation internal customers.

Key relationships
IT Service Internal Customers
IT Team members


*Manage inbound and outbound calls in a timely manner
*Manage the self-service and email queries
*Acting as 1st line support helpdesk to organisation colleagues
*Identify customers' issues, where possible fix on first contact using KnowledgeBase, and escalate unresolved issues to 2nd line support
*Keep records of all incidents in our Service Desk logging system
*Take ownership for a call lifecycle
*Responsible for the delivery and receipt of IT assets according to established processes.
*Responsible for working in line with established policies and procedures.

*Previous experience in a customer support role
*Educated to an A Level standard or relevant experience
*Familiarity with call logging systems and practices
*Ability to multi-task, set priorities and manage time effectively
*Good oral and written communication skills, able to communicate effectively both internally and externally.
*Excellent problem solving skills & good judgement for escalation and delegation
*High level of accuracy and attention to detail
*Good verbal and numerical reasoning skills.
*Ability and willingness to travel to other offices.

Required skills

  • none specified

Reference: 34380705

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