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Role Purpose

This role is part of our Service Delivery team, which is responsible for helping all 2200 Belron UK business community members with problems relating to their use of IT.

As a 1st Line IT Agent, you will play a vital role in providing exceptional technical support and assistance to end-users within our organisation. You will handle incoming inquiries, troubleshoot technical issues, and resolve problems to ensure smooth and efficient operations.

This role is crucial in ensuring the organisation#39;s smooth operation and optimal performance of desktops, laptops, Mobile Phones, Tablets, and other IT equipment. Your role will involve the following:

• Logging and; diagnosing hardware and software problems.
• Escalating issues to the appropriate teams.
• Ensuring customer satisfaction through effective communication and timely resolution of incidents.

Key Accountabilities and Responsibilities

• Provide first-level technical support: Respond to incoming requests, incidents, and end-user queries via various communication channels (phone, email, chat, or in person). Gather relevant information to understand the nature of the problem and assist users in resolving their technical issues promptly.
• Troubleshoot hardware and software problems: Diagnose and resolve hardware, software, and network-related issues using established procedures. Troubleshoot common problems, identify root causes, and implement appropriate solutions or escalate to higher-level support teams when necessary.
• Record all incidents and service requests accurately and comprehensively in the ticketing system, including problem description, troubleshooting steps taken, and final resolution.
• Escalate complex issues: Recognize and escalate complex or unresolved technical problems to appropriate IT teams or supervisors, ensuring that issues are tracked and resolved within established service level agreements (SLAs). Follow up on escalated issues to ensure timely resolution and provide end-user feedback.
• User Account Management: Create, modify, and deactivate user accounts and access permissions in accordance with company policies and procedures.
• Provide excellent customer service: Interact with end-users professionally and courteously, demonstrating empathy and understanding. Effectively communicate technical information non-technically to ensure clear understanding by end-users with varying levels of technical expertise.
• Maintain incident documentation: Accurately and comprehensively document all incidents, requests, and actions in the designated ticketing system. Ensure proper incident categorization, prioritization, and assignment, adhering to established procedures within our ITSM Tool (ServiceNow).
• Collaborate with IT teams: Work closely with other IT teams, such as 2nd Line Support, Network Administration, and System Administrators, to resolve complex issues, perform system maintenance, and implement changes. Collaborate effectively to ensure smooth service delivery and minimize downtime.
• Contribute to creating and maintaining an internal knowledge base by documenting common issues and their resolutions for future reference.
• Contribute to process improvement: Identify opportunities for process improvements and efficiency gains within the IT support function. Provide feedback and suggestions to enhance the support experience and reduce recurring issues.
• Manage and Maintain incidents and requests in our two IT Service management systems (ITSM -ServiceNow and; Zendesk)
• Assist with the deployment and configuration of new hardware and software, including workstation Profile setups and software installations.
• In cases where the resolver group is a Third Party, use appropriate “Swivel chair process” software, update the ITSM Call software, and communicate progress to the user.

Key Experience, Knowledge and Skills

• Excellent communication skills, both written and verbal, with the ability to convey technical information clearly and concisely.
• Professional appearance and tone
• Proven experience in providing technical support in a help desk or customer service environment.
• Strong knowledge of standard hardware, software, and networking technologies.
• Proficiency in troubleshooting technical issues related to operating systems (Windows, Android, IOS), productivity software, email systems, and basic network connectivity.
• Familiarity with ticketing systems and remote support tools.
• Strong problem-solving and analytical skills, with the ability to think critically and logically to troubleshoot and resolve technical issues.
• Customer-oriented mindset with a commitment to delivering exceptional service.
• Ability to work in a fast-paced environment, handle multiple priorities, and adapt to changing circumstances.
• Willingness to learn and stay updated with emerging technologies and industry trends.
• Must be organised and able to prioritise work.
• Patience and ability to remain calm under pressure whilst always showing initiative.
• Flexible approach to provide cover when required and participate in project initiatives alongside support role.
• IT qualification from school or college would be advantageous.

Key Relationships

• IT Service Delivery Team
• 3rd party service providers
• Internal IT teams within Grow, Build, Run, Test functions

Scale of Role

This is a technically oriented role, primarily understanding the needs of our Belron Business users. It reports to the Service Delivery Team Leader, providing day-to-day support for all IT activities driven by business and IT-generated change.

Spirit of Belron®

Our people, our values and our ways of working define who we are. Ensure the Spirit of Belron® is at the heart of everything you do.

• Be a role model for our values and way of working
• Create trust and respect in others – act with integrity at all times
• Be authentic; be yourself, with skill
• Be known for taking a stand for what is right and important
• Always operate in a manner which is responsible and ethical
• Value the differences in people; treat everyone with dignity
• Be generous with your time for others to enable them to be successful
• Be proud of your business area and be proud of Belron®
• Connect with the local community to delight local stakeholders