1st Line Support Engineer

If you have the following skills, then as this could be the job for you –

1. At least 6 months experience in an IT support role
2. A great communicator on the telephone and a professional telephone manner
3. The ability to get things done combined with a customer focused approach
4. Good basic desktop support skills in MS Windows and MS Office, across various versions
5. Basic network skills within the Windows environment
6. The desire to learn and progress into a 2nd line support team

We have an exciting 1st line support opportunity in a busy & varied team. You will be providing desktop support to external customers, logging calls and providing quick fixes before escalating the call.

Job Specification

Your role

To provide 1st line technical support to internal and external customers and to ensure all Service Targets and Service Levels are met.

You report to

Helpdesk Team Leader

Your responsibilities

• To resolve both internal and external customers technical queries
• To provide an initial response to the customer, ensuring that it’s both professional and technically competent
• To provide a call logging/initial diagnosis to telephone queries
• To ensure that all emails are logged within 15 minutes of their arrival

Core functions

A. Primary functions

• To deal with customers and Connect staff in a courteous, professional and efficient manner
• To provide 15 minutes of work on a call before, if necessary, escalating to the relevant Customer Focussed Team
• To provide a resolution to the problem as quickly and efficiently as possible
• To ensure your call queue is empty at the end of every day and by 3pm on Friday.

B. General functions

• Implement Connect strategies and policies
• Achieve agreed service levels
• Implement standard working practices
• Ensure documented procedures and standards are used
• Identify and suggest service improvements

C. Working within the Helpdesk

• Ensure that all customers always receive a professional and courteous service
• Liaise with all of the HD teams to support all of Connect’s customers
• Ensure that all documentation is kept up to date
• Answer the telephone within 2 minutes even if you are on a log out period
• Assist and train your colleagues in your own areas of specialist knowledge or experience

D. Working within your 1st Line Team

• Liaise with your 1st line Team Leader to ensure both you and your team’s queue is up to date and calls are closed as quickly and efficiently as possible.

E. Field Support/Specialist Services

• Provide assistance to Field Support and Specialist Service Engineers where required

F. Account Management

• Liaise with the Account Managers to provide customer feedback in both positive and negative situations