1st/2nd line Service Desk

10.00 - 13.50 GBP Hourly
09 Nov 2016
07 Dec 2016
Contract Type
Full Time
1st Line Support:
* To receive support calls via the main Service Desk telephone number and to achieve a high number of fixes at that first point of contact.
* To accurately log the details of each support call and actions taken onto the Service Desk call logging system.
* IT support ticketing and pursuing and updating tickets in the support queue to ensure they are dealt with within a timely manner, and customers are kept up to date.
* To assist bringing in new processes to the business.
* Dealing with day to day problems, Including password rests, adding and deleting new users to the account.
* Escalating tickets and problems to 2nd line support if necessary
* Good listening skills
* Good communications skills
* Ability to work under pressure
* To continually develop a greater depth of knowledge of products and services in order to support as many calls as possible at the first point of contact.

Essential Skills & Behaviours:

*Self-starter with a proactive and positive attitude
*Able to prioritise own workload in a busy environment
*Flexible attitude to the working day
*Excellent troubleshooting skills with the ability to be persistent and determined to get to the root of the issue
*Good written and verbal communication skills.

CPS Group (UK) Ltd is acting as an Employment Business in relation to this vacancy

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