1st / 2nd Line IT Support Consultant

This is an exciting opportunity to join a growing team at our offices in Salford. As an IT Support Consultant, you will be responsible for the receipt of problems reported by customers, and the co-ordination of rapid and appropriate responses/resolution to incidents and requests, including: channeling requests for assistance to appropriate functions, monitoring progress, and keeping customers appraised of progress

Package description

Band A

Main responsibilities

• Following agreed procedures; assist customers in a pleasant and professional manner. Maintaining accurate log entries of requests with fault details and contact information
• Following agreed procedures, searching documentation, and previous requests for assistance on related topics to establish possible solutions to calls. Document any findings on the call log
• Following agreed procedures, responding to requests for assistance by providing information to enable callers to resolve their problems.
• Maintaining accurate log entries of contact, with resolution details and follow-up information
• Escalation procedures, promptly allocating unresolved calls as appropriate. Maintaining the log and advising customers of actions taken
• Providing advice to customers on systems, products and services which are available to them
• Assisting the line manager in identifying personal training and development needs
• Gaining sound understanding of Sodexo specific PC  applications and the impact of any failure/problems
• Providing mentoring/training to more junior members of the Support team as required
• Undertakes any other tasks as requested by Management

Ideal candidate

Essential

• Solid experience working in an IT Support environment
• Ability to understand the needs of customers and keep them in mind when taking actions or making decisions
• Articulate and effective communicator both orally and in writing
• Organised and methodical
• Demonstrates initiative and anticipates needs
• Self starter
• ITIL Awareness
• Epos Awareness desirable
• Previous experience supporting Microsoft applications

Other

• You must be flexible to cover from 7am – 7pm on a team rota

About the company

Sodexo UK & Ireland employs around 36,000 people and delivers On-site Service Solutions to clients at over 2,300 locations including offices, hospitals, schools, defence sites, prisons, sporting events and visitor attractions. 

With an annual turnover of over £1bn, Sodexo delivers a diverse range of services from catering, cleaning, reception to security, laboratory and grounds maintenance services, enabling clients to focus on their core business.