First Line Support Technician

Project People

Posted on Mar 27, 2024 by Project People
Bracknell, Berkshire, United Kingdom
IT
Immediate Start
Annual Salary
Contract/Project

First Line Support Technician

Bracknell on site

2 month rolling contract PAYE

4 days 12 hour shifts, 4 days off - mixture of days and nights

The role holder works under limited supervision generally in routine business as usual situations supporting several products, product sets and systems to help maintain the availability of the IT services delivered to end users. The role holder is also able to resolve non routine issues and recognizes the importance of meeting Service Level Agreements and is focused on meeting customer expectations. The role holder will resolve escalations from other team members and will have a good knowledge of their working area, processes and required technical skills.

Key Accountabilities

  • Fully able to support end users with routine technical queries relating to products/systems (eg Microsoft products, operating systems, networks, applications, PCS).
  • Has an understanding of the customers' environment and service delivery requirements to enable the delivery of the service.
  • Documents actions taken in resolving routine and non routine customer enquiries ensuring established processes/systems are followed.
  • Takes ownership for listening to and understanding problems asking relevant questions to resolve problems within required timescales.
  • Knows when to escalate, but retains interest to learn from the escalation.
  • Escalates issues as necessary to deliver required service level and meet or exceed customer expectations/SLA.
  • Monitors performance through statistical reporting and analysis.
  • Is a valued team member.
  • Able to support less experienced team members.
  • Takes responsibility for learning about current products/systems to build own technical knowledge to support business requirements.

Key Performance Indicators

  • Feedback from customers, colleagues and team managers.
  • Technical Assessments.
  • Evidence of sharing and re-use of knowledge.
  • Correct management of processes followed to deliver the service.
  • Percentage of customer problems resolved within required timescales.
  • Meeting service level requirements.

*You will need to go through a security clearance process if offered a position*

Project People is acting as an Employment Business in relation to this vacancy.


Reference: 2740491621

https://jobs.careeraddict.com/post/89460093

This Job Vacancy has Expired!

Project People

First Line Support Technician

Project People

Posted on Mar 27, 2024 by Project People

Bracknell, Berkshire, United Kingdom
IT
Immediate Start
Annual Salary
Contract/Project

First Line Support Technician

Bracknell on site

2 month rolling contract PAYE

4 days 12 hour shifts, 4 days off - mixture of days and nights

The role holder works under limited supervision generally in routine business as usual situations supporting several products, product sets and systems to help maintain the availability of the IT services delivered to end users. The role holder is also able to resolve non routine issues and recognizes the importance of meeting Service Level Agreements and is focused on meeting customer expectations. The role holder will resolve escalations from other team members and will have a good knowledge of their working area, processes and required technical skills.

Key Accountabilities

  • Fully able to support end users with routine technical queries relating to products/systems (eg Microsoft products, operating systems, networks, applications, PCS).
  • Has an understanding of the customers' environment and service delivery requirements to enable the delivery of the service.
  • Documents actions taken in resolving routine and non routine customer enquiries ensuring established processes/systems are followed.
  • Takes ownership for listening to and understanding problems asking relevant questions to resolve problems within required timescales.
  • Knows when to escalate, but retains interest to learn from the escalation.
  • Escalates issues as necessary to deliver required service level and meet or exceed customer expectations/SLA.
  • Monitors performance through statistical reporting and analysis.
  • Is a valued team member.
  • Able to support less experienced team members.
  • Takes responsibility for learning about current products/systems to build own technical knowledge to support business requirements.

Key Performance Indicators

  • Feedback from customers, colleagues and team managers.
  • Technical Assessments.
  • Evidence of sharing and re-use of knowledge.
  • Correct management of processes followed to deliver the service.
  • Percentage of customer problems resolved within required timescales.
  • Meeting service level requirements.

*You will need to go through a security clearance process if offered a position*

Project People is acting as an Employment Business in relation to this vacancy.

Reference: 2740491621

CareerAddict

Alert me to jobs like this:

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

First Line Support Agent

Bracknell, Berkshire, United Kingdom

Panel Beater

Bracknell, Berkshire, United Kingdom

Synthetic Organic Chemist

Bracknell, Berkshire, United Kingdom

Category Manager

Bracknell, Berkshire, United Kingdom