1st Line Support / IT Support

ICT Support Technician / 1st line Support / Helpdesk to work from a customer site in Central London.

Reporting to the ICT Service Delivery Manager, you will ensure that you maintain a high degree of customer service at all times, including taking ownership of user problems and managing your workload effectively.

This is an excellent opportunity to become an instrumental part of a customer focused support team that will allow you to work across a varied technical environment and develop your skills in a dynamic and growing company.

You will possess some of the following skills;

• Following standard Service Desk procedures, you will provide an industry-leading customer experience, responding to requests via phone, electronically and in person
• Using the correct processes you will maintain ownership of trouble tickets from inception right through to resolution ensuring that details for all calls received are recorded on the CRM system
• Escalating calls to the designated ‘Escalation Points’ when appropriate, providing a full and concise record of the call and the reasons for escalation
• To act at all times in a highly professional manner in dealings with customers, suppliers, companies and colleagues
• Undertake training and development where necessary to maintain awareness of new and emerging technologies
• To undertake any other duties deemed appropriate by the ICT Service Delivery Manager

Essential skills

• A knowledge of Windows troubleshooting skills
• An ability to meet agreed SLAs and work under pressure
• Excellent customer service and communication skills
• Ability to listen and interpret customer needs
• Flexible, with a positive attitude

Desirable Skills

• Citrix XenApp administrative experience
• Knowledge of Microsoft core applications and operating systems
• A basic understanding of network LAN and WAN technologies
• Desktop and laptop mobilisation / rollout experience
• Active Directory administration

Salary is up to £27,600+

• Pension
• Group Life Assurance
• Mileage Allowance
• Corporate Eyecare

You must hold a full UK driving licence and be a car owner.

Please forward your CV in the first instance to Elliot Wald.