1ST LINE SUPPORT | PERMANENT | PORTSMOUTH | Up to £26,000 | 5 DAYS ON-SITE This role is an excellent opportunity for anyone with experience in providing IT Support on a ticket based system to join a growing organisation at an exciting time. Our client, a large IT Service Provider, are setting up a new support function for a large customer of theirs which will involve a ticket based reporting system which is why previous experience with a similar system will be vital to this role.
As this is a 24/7 support function, shifts will be split between day shift, late shift, and night shift so you will be required to work some late/night shifts.
~Up to £26,000 base with excellent benefits and a shift based bonus.
Utilise customer provided tools to handle multi-channel contacts from end users (phone, email, chat), document troubleshooting, resolve the issue or escalate to second line teams within the required timescales to achieve SLA targets
Understand and respond to feedback from ticket quality reviews
Simultaneously switch between functions according to call/chat volume at the time
Previous experience working in a 1st Line IT support environment
Experience working with ticketing systems, in particular ServiceNow, and communications solutions such as Jabber and other Chat software
Highly desirable - Exposure using and troubleshooting Outlook, Microsoft Teams, Jabber, Citrix, VPN, Webex, Virtual desktop and general end user support skills