IT Support Level 1
Job details
Duties Include: Provide premium quality phone, email and remote support for customer servers to diagnose and resolve technical issues Logging calls (tickets) and keeping records of customer queries. Analysing call logs so you can spot common trends and underlying problems. Remote monitoring of customer systems Ensure timely issue diagnosis and feedback for all client queries, using the IT Help Desk system where appropriate Ensure all issues are resolved effectively by the team and maintain positive relationships between the wider IT Team and the supported clients To monitor and manage customer SLA's and in conjunction with our Help-desk schedule and field engineering resources Investigate issues, advising on remedial action and coordinate our third party suppliers Updating help desk documentation so that support information is available and current for each customer. Skills: Good Communicator Excellent English Professional Telephone Manner Excellent Customer Service Ethos Ability to work in fast moving, dynamic environment Flexibility Desire to learn about new technologies Skills: Support Infrastructure Troubleshooting
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