1st Line Technical Support / Helpdesk

1st Line Technical Support / Helpdesk: Reporting directly the Technical Services Delivery Manager the key focus of this role is on the provision of 1st Line IT support, dealing with both internal and external clients the candidate will be responsible for:

*Reviewing all support tickets on a daily basis
*Undertaking the initial investigation into the reported issues
*Applying the appropriate resolution for the issue where required
*Escalating the support ticket to the 2nd or 3rd line support teams
*Updating the user / client with the ticket status

The role requires a good understanding of business processes, along with a good level of commercial awareness. This role will require you to work in both single and team environments and requires the ability to be able to multi task, key to this role will be the ability to prioritise workloads and work to defined deadlines.

Technical Skills:

*Minimum of 1 years’ experience working in a support role
*Good working knowledge of workstation, laptop and server hardware
*Working knowledge of Microsoft Windows operating system XP / 7 / 8, server 2003 / 2008 / 2012
*Active Directory management
*Working knowledge of networking technologies and protocols

Personal qualities:

This role requires you to possess the following characteristics:

*Strong communication skills with the ability to communication at all business levels
*Logical thought process for both investigation purposes and solution design
*Ability to manage time effectively to achieve the defined tasks within the deadlines set by the business
*Ability to work under your own initiative
*Ability to work to deadlines under pressure
*Self-motivating
*Attention to detail
*Confidence to question and challenge decisions
*Enthusiastic with a positive attitude
*Conscientious with an excellent attendance record
*Motivated through the delivery of a quality service