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Job description

Junior 1st Line IT Support (Temporary Opportunity)

Salary: £12.63 per hour

Hours: 35 Hours per week – 9am-5pm – Monday-Friday

Location: New Milton

As part of the Technical Team, you will be the first point of contact for queries arriving via phone and email.

Logging and assigning incidents via incident management system, quickly and accurately and providing 1st line fixes for low level problems.

You will also be maintaining relationships with external maintenance providers to ensure that escalated cases are resolved in a timely manner. A large part of the role is building rapport with customers, providing excellent customer service, and answering queries regarding outstanding cases.

You will need to follow standard procedures for the triage and proper escalation of unresolved issues to the appropriate internal or external teams.

Internally you will be liaising with other parts of the business. Also proactively monitoring of system notifications from customer sites logging cases as necessary.

Main Responsibilities and Activities

· Cover the Digital Support phone line

· Manage emails arriving in the Digital Support Mailboxes and log cases as needed

· Monitor proactive notifications from site servers and log calls as necessary

· Follow documented procedures to triage problems and implement low level fixes before assignment to engineers

· Escalate unresolved issues to 3rd party contractors for visits to site

· Track the progress of externally escalated jobs to ensure adherence to SLA

· Provide prompt and accurate feedback to customers

· Ensure all issues are logged properly and accurately on case management system

· Maintain professional and empathetic relationships with customers

· Keep Digital Support Supervisor and Digital Support Manager apprised of significant on-going issues

· Assist with the production of customer reports

Requirements

Qualifications & Training

· GCSE pass in Maths and English (Essential)

· Abilities with Microsoft products (Essential)

Personal Attributes & Skills

· Strong communication skills

· Empathetic manner

· Critical thinker and problem-solving skills · Positive ‘can do’ attitude

· Experience of entering data quickly and accurately ·

· Able to balance the needs of multiple tasks at once

· Excellent telephone manner

Experience (Essential)

· Experience in a busy, customer facing role

· Experience of performing general administration tasks

· Ability to follow standard procedures consistently

· Ability to diagnose and troubleshoot basic technical issues and implement fixes (full training provided)

· Excellent problem-solving and communication skills · Ability to provide step-by-step technical help, both written and verbal

Job Types: Full-time, Permanent

Salary: £12.63 per hour

Benefits:

• Casual dress
• Company events
• Company pension
• Discounted or free food
• Employee discount
• Free parking
• On-site parking
• Sick pay
• Store discount
• Wellness programme

Schedule:

• Day shift
• Monday to Friday
• No weekends

Work Location: In person

Reference ID: 401/14

About Talent Sure

Revenue: Unknown / Non-Applicable
Size: Unknown
Type: Company - Public
Website: www.talentsure.co.uk