2nd Line IT Helpdesk Support

2nd Line IT Helpdesk Support

Salary: £25,800 rising to £30,600

Location: Eastleigh

Hours of work: You will be responsible for working shifts of 4 days on and 4 days off and between the hours 6am and 11pm initially
This will change after a set period to Monday to Friday and shifts between 11am and 7pm with weekends required 1in 6 between 9 and 5

This position will initially start on a temporary basis however will then move to a permanent contract within approximately 8 weeks

An exciting opportunity has arisen for a 2nd Line Helpdesk Support Executive based in the Eastleigh area with an opportunity to progress to third line support swiftly.

Job role:

• To support a wide number of our customers with 2nd IT support via the telephone and email on a daily basis.
• Offering excellent and prompt customer service and representing the company in a professional and courteous manner.
• You will be required to heavily investigate customer’s issues and provide diagnostics on a daily basis.
• Refer to remote engineers were unable to diagnose
• To provide excellent customer care and support through efficient and organised ticket management
  Liaising with third parties with regard to incident resolution and requests
  Initiate complex back up restorations to include mailbox restores and DR
  Ensuring customer’s requests for help are completed and closed off in line with company procedures
  Following up on tickets that remain open and requiring work in line with company procedures
  Manage work queues and prioritise events, re-assigning work where and when necessary to ensure compliance with SLA’s
  Escalating in line with company procedures

  Essential Skills for a 2nd line Support Executive:

• You Must have previous experience within 2nd line and or 3rd line IT support in order to diagnose at a senior level
  You must have a proven track record in managing customer relationships and providing excellent customer service in a customer delivery environment
• You must have worked to and met deadlines previously
• You must be available to start work asap

For further information / to apply for this position please submit your CV Immediately.

Dynamite Recruitment Solutions Ltd is acting as an Employment Business in relation to this vacancy.