1st Line Support – Helpdesk – Technical Advisor

1st Line Support – Helpdesk – Technical Advisor
Chilwell
£16,000

About them:

Our client has many companies within the group and it is expanding. They put their staff and customers at the forefront of their business and as a result have a successful group of companies with an excellent reputation and loyal employees.

Overview:

To provide first line technical support on all systems and services used by employees of the Group. To maintain accurate records of technical resolutions, to escalate issues to the relevant person if necessary and to effectively manage the expectations of key stakeholders with regular updates.

Duties & Responsibilities:

• Provide first line support to customers via telephone/email/remote support
• Diagnose customers problems
• Report and track faults through the Helpdesk system
• Keeping customers up to date at all times
• Working with our 2nd line support staff as needed
• Escalating IT issues to the Head of IT where necessary
• Diagnosing and resolving technical issues
• Undertaking small to medium-sized IT projects as instructed by the IT manager
• Providing desktop support
• Setting up and configuring new laptops and desktops
• Installing authorised software to laptops and desktops
• Fault finding to laptops and desktops
• Reporting faults and maintaining logs on desktops and laptops
• Completing internal user moves including phones
• Patching of network and phones
• Ensuring all logs for equipment and users are maintained
• Creating purchase requisitions for IT hardware/software
• Ensuring licensing for all software purchased is recorded and maintained
• Any other duty as assigned by the Line Manager

Person Specification:

• Previous experience within a Helpdesk / 1st Line Support role
• Comprehensive knowledge of MS office package
• Basic knowledge of PC hardware
• Managing multiple tasks concurrently
• Experience working in a customer service role within in an IT capacity
• Good communication skills both written and verbal including the ability to articulate technical concepts to non-technical stakeholders
• Time management and prioritisation
• Attention to detail
• Problem solving

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