The service desk operative role is responsible for providing first / second line support to both internal and external customers for solutions ranging from onsite software monitoring to the implementation and enforcement process.
This is an exciting opportunity for a candidate looking to improve their technical support skills and experience.
Working within a fast-paced and dynamic team, the candidate will play their part in expanding the business with an aggressive improvement strategy, playing a key part in achieving the goals defined within our client's strategy.
Key Objectives & Responsibilities:
*Daily management of support tickets
*Compiling ad-hoc reports
*Resolving tickets to SLA
*On-site equipment sign-off
*Taking calls from engineers and providing 1st/2nd line support
*Ability to coordinate across teams, working closely with peers to ensure the appropriate focus sense of urgency is applied to all issues
*Advanced skills in troubleshooting and analysis network, applications and systems
*Proactively contacting clients, contractors and stakeholders as a part of incident management (including Troubleshooting hardware\software issues
*Escalation of issues to the 2nd line support operatives
*Analysis and monitoring of site data feeds across various platforms
*Responding to daily client email/telephone support requests and queries
*Commissioning of new sites and solutions
*Analysis of site data including visits, vehicle movements, permits and potential offences
*Provision of remote assistance to field service engineers
The following personal qualities are vital to ensure the successful delivery of your Key Objectives & Responsibilities
*Self-motivated with the ability to work under your own initiative
*Ability to work within a team environment
*Effective communication skills
*Enthusiastic with a positive attitude
*Versatile and eager to adapt and learn new skills
*Understanding of Windows operating systems from XP onwards
*Understanding of network topology and communication services
*Proven methodical approach to fault diagnosis
*Previous experience within an IT support environment desirable
You will be supporting 750+ remote sites as well as having responsibility for sending out engineers to site to resolve issues. A good technical understanding is important as you will be helping configure hardware and providing 1st/2nd line support for troubleshooting issues and supporting engineers onsite.
Completing daily checks of the system will be part of your routine as well as monitoring all incoming alerts using various tools and whilst there will be predefined actions for some tasks, an overall understanding and willingness to explore will be required to troubleshoot to get to the bottom of the issue. This position includes performing 1st and 2nd level troubleshooting, manual alert analysis and resolving issues.
You will be participating in the ongoing process of investigating, troubleshooting, and providing resolution to technical issues
Prior experience in a service desk environment with SLA's is essential. ITIL knowledge is favourable.
- Monitor 2nd line support