1st Line Support

Job Type:
Full Time
South East

£20,000 to £25,000 per annum

Our client based in Guildford is seeking a 1st Line Support person to be the first point of contact for users requiring IT support services and preliminary investigation/information gathering.

Key Purpose of Job
Perform 1st line duties for the Information Systems Service Desk in accordance with all Service Desk procedures and SLA’s, providing support for internal users across multiple sites.

Key Tasks
Receive calls from users in relation to any technical incident or query
Accurate logging of helpdesk submissions into the IS Group’s Service Desk tool
Preliminary investigation of all requests via telephone, email or remote admin tools, resolving or escalating as necessary using generic fault finding techniques
Monitoring of Service Desk email systems and phones – Taking calls to the Group’s DDI
Regular review of escalated tickets to ensure they are maintaining SLA’s
Administration of general IT activities, including documentation and procurement
Other tasks as directed by the Service Desk Team Leader/Head of IS

Knowledge, Skills and Experience

Diploma or NVQ in IT related or communications[a1] subject desirable but not essential

General experience with using computers
Previous customer facing role

Knowledge & Skills
Strong communications/telephone skills
Excellent customer service skills
Knowledge of Windows operating system
Knowledge of the Microsoft Office suite, primarily Word/Excel/Outlook
Good analytical and problem solving skills
Ability to work in a team environment
Ability to work under pressure

Full time. Hours will be on a shift rota basis to cover a period between 8am and 6pm, with 1 week early starts and 1 week late starts.

Index Recruitment is acting as an Employment Agency in relation to this vacancy.

"Due to the high volume of applications we currently receive, we are unable to respond to all candidates. If you do not hear from a Consultant within 5 working days unfortunately you have been unsuccessful on this occasion".

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