S1 Engineer / 1st Line Network Support

23 Feb 17 06:02 pm - Jobs - Brighton £18.00 p.a
Job Type IT
Job Graduate
Job Location
Job Sub Location
Description

KEY PURPOSE OF THE ROLE:
Handling incoming telephone and email service requests & incidents, ensuring that all incidents and requests are logged and vetted, diagnosed and/or processed so that they are dealt with in accordance with contractual SLAs

KEY RESPONSIBILITIES
To work as part of a team to provide the following service functions:
• Ensure that reported faults and service requests are responded to in line with SLAs.
• Provide an effective, professional response and solution(s) to reported problems.
• To aid in the successful delivery of all Support Centre objectives where possible.
• To maintain relationships with interfacing business functions and IT departments.
• To restore normal service to the user as quickly as possible.
• To offer general guidance and advice to users.
• To achieve maximum personal KPI’s and Call Quality objectives.
• To assist the team in achieving set targets such as First Contact Fix and Average Call Duration.
• Take ownership for personal development and strive to continually improve on existing skills in order to enhance performance within the job role.
• To be an advocate of World Class customer service.

TECHNICAL SKILLS
• Knowledge/experience of ACD/CTI telephone system.
• Remedy knowledge/experience.
• Active Directory account administration.
• Exchange account administration.
• Windows Server folder administration.
• General Microsoft Windows application support and installation.
• Understanding of Microsoft Office applications and Operating Systems in respect of dealing with 1st line user queries, requests and faults.
• Experience of remote diagnosis and fixes via RDP, VNC, Bomgar or other remote control systems.

SKILLS & QUALIFICATION
• Customer facing; empathise with users, good interpersonal skills, display active listening skills, polite telephone manner.
• Business awareness; display a working understanding of the business environment, appreciation of the business applications.
• Articulate and methodical, analytical, numerate and literate.
• Work well under pressure, good time manager, good team worker, ability to multi-task.
• Punctual, tenacious, persevering, use initiative.

KEY SKILLS – ESSENTIAL
Candidates must be able to provide evidence of the key skills below on their CV.
Stakeholder Management – the ability to own and manage both internal and external stakeholders
Customer facing in a CMCC environment – good interpersonal skills, display active listening skills, polite telephone manner with the ability to work towards 85% First Contact Resolve on tickets logged to the desk (we aim to restore normal service to the user ASAP).
Microsoft and Cisco skills – the ability to understand and respond with solution/s to reported problems
Articulate and methodical, analytical, numerate and literate with the ability to achieve maximum personal KPI’S and Call quality objectives
Business awareness – ability to display a working understanding of the business environment, appreciation of the business applications taking ownership to strive to improve existing skills and ensure up to date with customer portfolio as technology changes
*LI-EM

This position will be based in Barlborough. Working hours will be 42.5 per week, based on a 3 week rotating shift, 8:00am – 4:30pm, 8.30am-5.00pm and 09.30am-6.00pm.


Other Info
  • Number of People Viewed: 1

  • Price:£18.00 p.a

  • Type: Business ad

  • Location: Brighton

  • Condition:

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Ad ID: 6559083