Second Line Support / Help Desk Analyst / Beeston, Nottingham
Temp to Perm / £11 per hour
Role Summary :
Responsible for the management of incidents through to successful conclusion, ensuring users satisfaction.
Acting as the Second Line support desk providing resolution to hardware and software issues
Managing incoming telephone calls/emails to client SLA standards
Accurate logging of triage steps taken to resolve incidents.
Providing help, advice and guidance to enquiries and incidents
Wherever possible providing first call resolution to incidents raised.
Where appropriate liaising with internal and external teams to support the resolution.
Carrying out other related support tasks (e.g. booking equipment and maintenance visits)
Essential / Minimum Criteria:
Experience of working on a second line support desk
Good analytical / Technical skills (Hardware/Software) with the ability to quickly problem solve and triage
Ability to provide support to a variety of customers and teams under a range of circumstances.
Basic PC/literacy skills - confident use of MS Word, Excel and Outlook to a basic standard. Ability to create new letters, use spread sheets to capture and store data in a clear and logical manner.
Able to use IT tools and services that enable specific products to be supported.
Experience of supporting Android (phones and tablets)
Experience of supporting PEDs (and POSzles)
Good understanding of Wi-Fi and LAN on above devices
Experience of dealing with Third Part suppliers for hardware swap-out
This is a temporary role (with potential to go permanent)
The weekday shifts run from 06:00 - 20:00 usually on a 5 week rotation.
Weekends (08:00 - 16:00 only) are covered circa 1 in 5
You will be provided with a rota in advance of your shift, which will be of a varying hours and pattern. Shifts will have two off shift days in the week - which may not be consecutive.
Some flexibility around exact scheduling pattern is required to ensure service levels are maintained and hours are allocated fairly.
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As an Equal Opportunities employer we welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.