1st Line IT Support

1st Line IT Support, Doncaster, £22k-£26K

This is an exciting opportunity to join a technical support team and build a career within a growing business. The role is for a 1st Line IT Support to assist with contracted client technical issues. You will ideally have experience of a 1st line support and have the ability to work under pressure and be a team player with the professionalism to build relationships with both internal colleagues and external clients. This is a position for a customer facing role therefore good communication skills with a proactive can do attitude to IT support are essential.

Key Duties

• To assist with technical support issues to ensure they are resolved within SLA timeframes
• To undertake initial diagnosis of an incident with the appropriate priority, category, and incident summary details or error messages.
• To keep up to date on changing processes and procedures
• Proactively flag incidents where no knowledge solution was found
• To ensure the accurate and timely flow of unsolved cases to the escalation process.
• To log all support calls in the service desk, use and verify knowledge in the knowledge management database and where necessary liaise with external support and assist with contracted clients technical issues Requirements
• To be able to work under pressure, self motivated and a team player
• Exceptional customer service skills
• An understanding of IT Infrastructure
• Experience of 1st Line Support
• Windows XP & Windows 7
• Installation, configuration and support
• MS Office 2003/ 2010 installation, configuration and support
• Networking knowledge (DNS,DHCP, TCP/IP)
• Anti-Virus Installation and Support ideally with McAfee / Symantec Product Suites

Other Key Skills that would be advantageous include:

• Microsoft Exchange and Window server including active directory