1st Line Support Technician | Open Vacancy | Kelly Services

1st Line Support Technician

Our client, a large corporation based throughout the UK are currently seeking new additions to their team to work in Stevenage. The role involves working within a IT helpdesk offering support to some of Fujitsu's most prestigious clients. 

Tasks will involve assisting in queries and taking 1st line, basic IT support queries over the phone and via email. This will include logging, troubleshooting and resolving IT related incidents. There is a requirement for a high level of support and excellent customer service which is critical to the success of this role.

 

 

Job Purpose and Accountabilities:

Answer phone calls and emails from customers experiencing issues with their IT infrastructure. Candidates will be assessed in 2 areas; customer service skills and basic IT knowledge.  

Role Overview

  • Call taking
  • Call logging
  •  End to end to incident management
  • Providing great customer service to both customer and clients
  • Regularly updating end users on incident status
  • Assist in ensuring the desk meets and exceeds our telephony SLA targets

40 hours a week
£7.69 per hour

Skills Required

The ideal candidate will have the following qualities:

  • Good time management
  • Ability to quickly establish working relationships with colleagues, customers and account teams
  • Good telephone manner
  • Educated to GCSE level
  • Strategic and analytical thinking
  • Committed to delivering impeccable customer service
  • Possess sound troubleshooting skills
  • Posses the ability to learn new skills
  • Pro Active, enthusiastic, can do approach
  • Committed to working as a team, for the team
  • Great sense of humour and able to keep smiling under pressure
  • Customer service skills
  • Good problem solving skills
  • Good verbal and written communication skills
  • Good interpersonal skills
  • Planning and organising skills
  • High degree of initiative and creativity
  • High degree of proactivity and forward-thinking
  • Good data analysis skills and attention to detail
  • Can Do Approach
  • Computer literate
  • Office based application - working knowledge

Apply now or refer a friend.