2nd Line Support - C.London - £34K

This job has now expired please search on the home page to find live IT Jobs.

2nd Line Support - Central London - £34K

Job purpose:

Provide day to day 1ST and 2nd Service Desk support.

Utilise technical experience and customer service skill to assist end users resolve incidents and fulfil requests remotely, and escalate as needed.

Focus on customer service through achievement of service response and resolution times as prescribed in Service Level Agreements.

Use Knowledge base and Service Management tools to ensure effective response and resolution of incidents and fulfilment of service requests. Pursue ongoing technical and business knowledge growth through collaboration with other Support Analysts, as well as other IT team members as opportunities arise.

Main responsibilities:

Monitor the Service Management queues following the Service Desk checklist.

Provide initial response support to sites in the UK.

Log all incidents and service requests.

Create well-documented and actionable tickets.

Ensure all relevant information is entered in the Service Management system.

Resolve incidents and fulfil requests upon initial response where possible.

Triage all support requests coming in via the service desk phone and through e-mail.

Escalate incidents and requests following the escalation and notifications procedure.

Use Knowledge base to investigate, diagnose and resolve incidents remotely.

Request and/or create knowledge articles in the knowledge base.

Meet Service Level Agreements and Continuous Improvement objectives.

Any other tasks as delegated by line manager.

If you're interested in this position you can either apply, email your CV to [email protected] or call me on 0191 3387539 to find out more!

Engineer, 1st line, 2nd line, Support, Support engineer, Senior engineer, Helpdesk, Technician, Office 365, AD, Active Directory