1st Line Support Engineer – Stowmarket
If you are an IT Support Engineer looking to get started in IT or looking to take your career to the next level, we would love to hear from you.
Service Delivery/Operations
- Understand and promote the ITIL framework in the daily role of service operations. Incident management will be of paramount importance as will the other service components of ITIL.
- Candidates are required to issue reference numbers to all customer’s every time a request for assistance is made.
- Ensure that efficient resolution of faults and customer feedback are addressed as a matter of priority.
- Maintain ownership of calls and maintain communication with customers in order to achieve response targets defined by the Group ICT Service Delivery Manager.
- Use technical knowledge to interpret customer requirements, troubleshoot calls, provide advice and fault resolution on first contact in accordance with the Service Desk Service Level Agreements.
- Providing technical advice to customers and team members. The post holder must be able to communicate technical system matters to non-technical staff clearly and in a manner whereby they are able to fully understand the issues.
- Using own judgment, gather detailed, complex and sensitive information and where appropriate input this accurately into the Service Desk tools and other system software.
- Utilise existing technologies to obtain and manipulate software/hardware information and to remotely administer systems.
- Responsible for monitoring the forward schedule of change to keep up to date with planned infrastructure outages.
- Within own sphere of responsibility, ensure the Service Desk (first line support) achieve targets (e.g. Service Level Agreements) defined by Group ICT Service Delivery Manager.
If you are interested in this position, please apply and I will be in touch. Please note you must have a driving licence.
