Eligible to work in the UK
ONSITE - HAVANT, UK (Please apply only if you live within a commutable distance to Havant, as this is an onsite role.
12 to 15 GBP/ hour
0 to 2 years of Experience
* Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s end users
* Route problems to internal 2nd and 3rd level IT support staff.
* Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
* Administer and provide User account provisioning.
* Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's.
* Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate support teams and follow up until closure.
* Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs.
* Perform user account management activities.
* Escalate complex problem to appropriate support specialists.
* Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications)
* Troubleshoot client software and basic network connectivity problems.
* Identify, evaluate and prioritize customer problems and complaints.
* May train users and operators on a limited basis and/or may write training procedures.
* Participate in on-going training and departmental development
* Routine maintenance updates with other IT staff and business units
* Provide all required documentation including standards, configurations and diagrams