1st Line Support

First Line Technical Support (1st Line Support)

£25,600 per annum

37.5 hours per week, Permanent

Runcorn

A First Line Technical Support Analyst is required for our medical sector client to be a key member of the IT service desk function and provide support across all UK locations

Main Responsibilities:

. Working to service levels agreed with the business
. Support to be provided via a variety of channels including telephone, email and face-to-face
. Ensure tickets are actioned in accordance with agreed SLA targets, using escalation processes where necessary
. Develop solutions and workarounds for incidents and problems
. Work cross-functionally within the IT Department to ensure the successful transition of new services into production - This may include installing, configuring and updating devices and applications
. Ensure all systems are updated in a timely manner
. Support the Platform Specialists to perform client and server patching as and when required

Key Experience:

. Experience of working on an IT field role along with exposure of ITIL processes is desirable
. Experience of working in a customer facing environment on telephone and face to face
. Experience within IT service delivery
. Exceptional Customer Service

Knowledge and Skills:

. Excellent interpersonal, communication and customer service skills.
. Excellent troubleshooting and problem-solving skills.
. Practical experience of the following:

(Mandatory)

-Microsoft Windows Server and desktop operating systems. -Active Directory administration. -MS Exchange administration. -Microsoft RDS administration. -UNIX.
-Hardware, peripherals, mobile devices. -TCP/IP, LAN and WAN troubleshooting.

(Desirable)

-CSD. -PlanetPress. -VIS. -ProScript Connect. -Buetema MDE. -MultePOS. -Avaya telephone system administration including Contact Centre.

Qualifications:

ITIL V3 at least to foundation level is desirable.
MCP certification or IT specific qualification are desirable

Benefits and Rewards:

Generous Salary
Cycle to Work Scheme
Discount and Rewards Hub (Retail/Gym etc)
Various Training Courses and Opportunities
Work Travel Opportunities, within the UK (optional)