1st Line IT Support
Odeon Cinemas Group
£22000 - £22000
Odeon Cinema Group
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This is a great time to join ODEON's IT department as not only have we just moved to a brand new office on First Street in Manchester City Centre boasting an auditorium, Winter Gardens and PS4/Xbox One, We are also moving forward into the future with our IT and User Systems over the next year.!
This role will sit within our Service Desk playing a key role in the smooth running of ODEON's Business User experience!
This is a customer facing role focused on delivering first-class customer service
You will utilise troubleshooting techniques to gather information to support diagnosis of technical issues, triage incidents and queries
Where possible, provide 1st Line resolution to customers
To work within the Incident Management Process, Service Request, and Major Incident Process
To escalate any calls that require additional support to resolve, or that may not achieve SLA.
Escalating high call levels, recurring problems or other issues to line management so that appropriate action can be taken
Utilise active listening techniques to understand and interpret customer requirements when logging calls, prioritising them against agreed SLAs
Developing strong relationships with customers & Suppliers, to log and escalate calls with third parties where required, ensuring communication back to the customer
What does it take?
Experience of supporting IT systems including an understanding of hardware, networks, operating systems and servers, software and applications
Experience in carrying out routine configuration/installation and of hardware and software
Excellent self-management including timekeeping and attendance
Effective in identifying and resolving issues by seeking relevant data and diagnosis of possible causes
Strong work ethic with a sense of ownership and accountability - working outside of core hours if required
Excellent interpersonal, communication and influencing skills (written, oral & presentation) using business-friendly and user-friendly language
Whats on Offer?
Filmcard - Entitling you to free films & 48 tickets/year for Friends & Family
Holidays - 33 Days (Bank Holidays Inclusive)
Bonus - Yearly Performance Bonus and Pay Reviews
Plus much more!