2nd Line Support, Lancashire Competitive POA

2nd Line Support - Preston

(Office based: Full-time Monday - Friday, Preston)

Supporting the infrastructure of our 300+ sites, you will provide a first class service to our users by handling incidents escalated from our first line team.

You will help to problem solve the incident, provide prompt updates and a speedy resolution. Where required you will manage incidents that have been escalated internally or externally, and liaise with all relevant parties.

Main Duties and Responsibilities

- Provide remote support for the point of sale systems in use across our retail estate (full training will be provided)

- Use information gathering skills to ensure that incidents are identified and handled correctly.

- Use problem solving skills to attempt to resolve incidents where possible.

- Escalate incidents to specialist teams that cannot be resolved within Retail IT Support team.

- Communicate with customers and internal teams using Email, Microsoft Teams, Telephone and Face to face.

- Accurately record incidents and actions in our ITSM ticket logging system for collaboration across teams and incident analysis.

- Manage the life cycle of incidents, including liaising with internal and 3rd party teams and providing prompt updates to users.

- Take ownership of incidents to ensure they are resolved within service level agreements when they cannot be resolved on first contact.

Essential Skills:

Communication skills

Customer service Skills

Problem solving skills

2nd Line Helpdesk

Ability to work under pressure

- SmartSourcing are a Disability Confident Employer and we promote, celebrate and value diversity, we are committed to promoting equality and inclusion for all.