This Job Vacancy has Expired!

2nd Line Support, Lancashire Competitive POA

SmartSourcing Ltd

Posted on Mar 13, 2023 by SmartSourcing Ltd

Preston, Lancashire, United Kingdom
Immediate Start
Annual Salary
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.

Reference: 2509857104


Alert me to jobs like this:

2nd Line Support, Lancashire Competitive POA in Preston, Lancashire, United Kingdom, Full-Time

Amplify your job search:

CV/résumé help

Increase interview chances with our downloads and specialist services.

CV Help

Expert career advice

Increase interview chances with our downloads and specialist services.

Visit Blog

Job compatibility

Increase interview chances with our downloads and specialist services.

Start Test

Similar Jobs