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Poole  |  9 November 2019
1st Line Service Desk Technician – Poole – up to £27,500
£25K - £27.5K

Working in a fun, dynamic team of 14, you will be the technical point of escalation for clients. 

This is the perfect chance for an energetic, confident IT professional to join a busy Service desk in a global Engineering company covering a shift pattern inclusive of evenings & weekends.

Working in a fun, dynamic team of 14, you will be the technical point of escalation.  You will be responsible for monitoring the queue for new incidents and requests, taking ownership of relevant reported incidents as well as handling phone calls, seeing incidents through to escalation or resolution.

This opportunity offers a highly competitive salary of up to £27,500, training, & Free Parking, based in Poole. 

Responsibilities of the Service Desk Technician:

  • Monitor incidents and ensure that the appropriate action is being taken to meet SLA.
  • Update customers by telephone, e-mail or portal on the progress of a support call or to ask for additional information.
  • Contact third parties to log support calls, get updates on open support calls or request technical support.
  • Carry out remote diagnostic tests, checks and fixes when incidents are logged by customers.
  • Assisting in internal and external customer report generation.
  • Assist with ad hoc tasks relating to implementation projects, support projects or support administration
  • Regularly update open tickets in the ITSM tools
  • Build strong relationships with customers
  • Work in a support team delivering remote support covering 0700-1900 on a rotating shift, totalling 37.5 hours per week.
  • Ability and confidence to work independently as well as part of a team
  • Contribute to Knowledge Management within the business in the form of documentation creation 

Skills & Characteristics of the Service Desk Technician:

  • A customer orientated approach is critical for this role
  • Min one year experience in a Service Desk/Helpdesk or a Customer IT Support environment
  • A general technical understanding and familiarity with Microsoft applications
  • An understanding of ITIL and its objectives would be an advantage
  • A basic technical understanding of Microsoft Windows operating systems 

What’s in it for you?

  • Salary – £25K – £27,500 inclusive of shift allowance
  • Covering shifts of 5.30am – 4pm & 1pm – 11.30pm (evenings & weekends)
  • Pattern: 4 on 4 off/ 3 on 3 off
  • Free parking
  • Pension Contributions
  • Life Assurance
  • 28 Days Holiday (This increases on shift pattern)
  • Friendly/sociable working environment
  • Permanent Position

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