1st Line Support Engineer

Do you have customer service experience, an aptitude for ICT, want to work on a service desk that follow the ITIL framework and are looking to work for a company that actively encourages career development?

We provide a friendly close-knit team culture and all work together to achieve the same goal and vision of being the most successful software services provider in the world. We have a great working environment and are based in modern converted barn offices.

Working on our Service Desk means you would be involved in defining how people all over the world travel, discover, shop and enjoy their home city or travel destinations.

The Role:

You will be part of our Service Operations Team and will report to the 1st Line Support Manager.  You will be providing first class operational support on live products; including dealing with calls when there is a service disruption, service requests, or request for change. You will be the first point of contact for users and clients.

We are looking for:

– Previous Service Desk or Help Desk experience

– An excellent communicator with first rate customer care skills

– Call handling skills via phone, by email and online

– The ability to handle incidents, requests and escalations

– Proactive and solutions orientated

– Co-operative and supportive team player

– ITIL Knowledge and experience (preferred)

– ICT related qualification would be advantageous

Responsibilities:

– Logging all incidents and requests, categorising and prioritising them;

– 1st line investigation and diagnosis activities;

– Managing the lifecycle of incidents and requests, escalating as appropriate;

– Keeping customers informed of the status of service, incidents and requests;

– Managing customer call satisfaction.

Salary and benefits

– £21,600 – £24,000

– 24 days holiday (rising to 26 days after 2 years’ service)

– Healthcare cash plan

– Travel insurance

– Matched pension

– Modern offices with break-out areas. Situated in a beautiful countryside location

– On-site parking

– Cycle to work scheme

Are you passionate about technology and about providing a gold standard service to customers? If you are, and are looking to join one of the UK’s fastest growing IT Companies, then we would love to hear from you.

The Service Desk currently operates the following hours:

07:00 to 17:30 Monday to Friday

08:00 to 17:00 Saturday

10:00 to 16:00 Sunday

The person required to fill this particular vacancy will be required to work some weekends, details to be discussed at interview.

To submit your CV for this exciting opportunity, please click ‘Apply’