1st Line It Support

We are looking for customer-focused and enthusiastic 1st line software support engineer with a genuine interest in solving peoples IT issues and empathetic to customer needs and requirements. The applicant should be technically competent, possess good written and verbal communication skills and be willing to collaborate with the wider IT support teams.

The successful candidate will be someone who can provide first rate customer service. Responsibilities will include providing Helpdesk/Web support through remote tools, telephone assistance and email support. Ownership and management of tickets, including responsibility for the resolution and timely functional escalation within contracted SLAs.

We’re looking for someone to support our continuous service improvement program, proactively contribute to our knowledge management program, and bring ideas and innovation to our service.

• Manage incoming phone calls/self-service requests/alerts and resolve at first point of contact or make appropriate routing decisions
• Proactively drive tickets and workflows and assertively chase any tickets in queues that are ageing
• Troubleshoot Windows Operating Systems and MS Office Suite, including Visio, Project and Access
• Diagnose and resolve a wide variety of hardware and software faults using remote desktop tools such as password resets, installing printer drivers, reinstallation of applications, and Outlook profile issues.
• Author processes, knowledge articles and working instructions
• Work within challenging SLA’s and follow escalation paths to the leadership team and product specialists promptly when required
• Demonstrate the ability to methodically work through issues
• Achieve high levels of customer satisfaction

The candidate must be prepared to work on a nuclear licensed site & to undergo DV clearance

The site benefits from a restaurant, coffee shop, parking and good public transport links. As a DXC FDS employee you’ll have access to a large library of courses and accreditations to help further your skills and development. Benefits include workplace pension scheme, various flexible benefits including life insurance, health cashback plan, holiday insurance , private medical cover (medical cover comes in to effect after 6 months service)