1st Line Helpdesk Support Technician

My client a leading marketing agency based in the heart of Cheshire are currently looking to recruit and experienced IT support Technician to work within a 1st Line Support role. Initially a temporary contract for 6 weeks this is an ideal role for any candidate looking to continue developing their IT Skills within a professional environment

General duties:

Provide first line support to all end users, via the telephone. This must be provided in an efficient but friendly and courteous manner at all times

Try to resolve issues on first call

Log problems via the IT Helpdesk Software and allocate to a relevant technician

Keep track of all outstanding support jobs; ensure proper escalation procedures are followed when a job falls out of the allowed fix time, and to inform users if a call is outside of the required fix time.

Proactively follow up support requests with users to ensure that a satisfactory fix has been applied

Escalate problems to the appropriate line management as required

Provide general administration support to the IT Department.

Provide regular reports on pre-defined helpdesk metrics

Prioritise jobs on the helpdesk

Be courteous and professional towards colleagues and other members of staff at all times.

IT specific duties:

PC’s and PC Applications

Telephones – mobile and fixed

Copier/Printers

Presentation facilities

Mac’s

Skills & Experience:

General IT administration

Good communication skills, both written and verbal

Basic experience of PC troubleshooting and support

Demonstrable ability to take a methodical and logical approach to situations

Knowledge of the following systems/applications:

PC Hardware Troubleshooting – Basic

Internal workings of a PC – Basic

Windows XP Professional – Working knowledge

Windows 7 Professional – Working knowledge

Office 2007 Professional – Working knowledge

Apple Mac Troubleshooting – Preferred

Benefits

Competitive salary

Excellent working environment

Additional information

Due to the location of the business and lack of public transport access to a car is an absolute must. This is also a shift based role with shifts on a rotational basis between the following hours either 8am-4pm or 10am-6pm.

Due to a high volume of applications we cannot respond to everyone. If you have not heard from us within 5 days then unfortunately you will not have been successful.