We are currently recruiting for a 1st Line Support Technician for a Market leading and fast growing IT Managed Service Provider who are specialist in cloud services based in Warrington. This will be offering up to £21,000 with an excellent benefits package and excellent opportunity to work for a great company.
About The Role:
Reporting to the Helpdesk Team Leader, to be the 1st point of technical resource for clients with a principal responsibility of ensuring solutions to escalated client issues are achieved within SLAs and providing a sustainable resolution.
To work within the helpdesk team and with effective capture and interpretation of client issues.
Ensure delivery of any activity to the highest professional standards.
Ensure resolutions are achieved within SLAs.
Ensure a good relationship between the client and company
Ensure issues are escalated within the helpdesk team, escalating when required to 2nd / 3rd line, in time for SLAs to be met.
Ensure that effective change control methodologies are operated with clients
Agree with clients priority ranking of recorded support incidents
Assist in maintaining client satisfaction within the helpdesk team.
Ensure the achievement of targeted KPIs
Ensure the capture of all support incidents logged by clients or monitoring alerts.
Ensure all backup checks are performed on a daily basis and issues are escalated.
Ensure that the third party applications are installed and run effectively and efficiently across all customer platforms – On-premise and hosted
Keep abreast of market / technology developments to ensure the firm is planning to use the most effective methodology to support its business objectives
Ensure that the Knowledge base is updated with any problem / solutions found.
Ensure that the Helpdesk Processes are followed.
Ensure call lists and customer communication is maintained.
Responsible contact with relevant authorities for Information Security and the responsibility for Confidentiality, Integrity, and Availability for ISO27001 for 1st Line Support Agent service provision
Essential Skills & Experience
The successful candidate will have below experience:
1St Line Support
About The Benefits
Excellent benefits package
If this sounds like a role you will LOVE, please send your CV to Stephanie@jobwise.co.uk
We aim to respond to all successful applications within 2 days. If you haven’t been contacted within 2 days your application has been unsuccessful and your details will not be held. Please check our Website and apply directly for any other suitable positions you see. We apologise that we are unable to contact everyone in person and thank you for your interest.
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