1st Line Support / Helpdesk
Job Description
Reynolds and Reynolds
POSITION DESCRIPTION:
The 1st line helpdesk analyst is the main point of logging, diagnosing and reacting within SLA to the clients support need. They are expected to attempt first time fix, if this cannot be achieved then they are required to escalate the incident to 2nd line for resolution.
- Answer and log support calls from end users (via telephone, email or email alert) within defined SLA.
- Attempt first time fix; dealing with customer, suppliers and vendors as necessary.
- Escalate support calls to the appropriate 2nd line team if unable to resolve the incident.
- Demonstrate high levels of customer service when dealing with clients. Look to exceed expectation
- Keep the customer informed of progress on assigned support calls to defined update intervals.
- Assist with the day-to-day pro-active monitoring and response to alerts from the client remote management and monitoring system
EXPERIENCE:
- Experience of working on a busy IT helpdesk (preferably within an MSP)
- Experience of diagnosing a wide range of software and hardware issues
- Experience in communicating with clients
- Knowledge of backup solutions, Windows desktop versions 7, 8.x, Windows Server 2008 R2, 2012, ability to use remote support tools
- Desired but not required Exposure of working with SMEs
- Desired but not required Knowledge of Microsoft Office, Cisco products, Anti-Virus products, Microsoft server products incl. Exchange server, SQL server, Office 365, Apple experience
BENEFITS:
We strive to offer an environment that provides our associates with the right balance between work and family. We offer a comprehensive benefits package including:
- Group Personal Pension Plan
- Life Assurance Cover
- Company Sick Pay
- Free Bi-annual Eye Tests and contribution towards glasses
- Birmingham Hospital Saturday Fund – Discounted monthly rates
- Childcare Vouchers – Tax efficient way of paying for childcare
- Ride2Work – Tax efficient way of purchasing a bike for travelling to work
- Company Events throughout the Year
*Our company is a tobacco free work environment*
To apply for this job please visit definitejobs.co.uk.