L1 IT Service Desk Technician x5
Full Time (shifts covering 9AM-2AM Sun-Fri)
FTC (Initial 6 months, likely longer)
Portsmouth (2 days per week onsite unless working night shift)
£30K basic + shift allowance + benefits (pro-rata)
Are you an experienced L1 IT Service Desk Technician looking for a new challenge?
Do you have a background in IT Service desk, ITIL practices and ServiceNow along with exposure to MS Teams, Citrix, VPN, Virtual Desktop and Jabber?
Here at ARM we are recruiting for 5 full time FTC L1 IT Service Desk Technicians for a global IT services and consultancy client of ours.
Our client:
They're a leading business with a global reach that empowers local teams, and they undertake hugely exciting work that is genuinely changing the world. Their advanced portfolio of consulting, applications, business process, cloud, and infrastructure services will allow you to achieve great things by working with brilliant colleagues, and clients, on exciting projects.
Overview:
You will be responsible for carrying out 1st line technical support activities to provide a proactive and reactive support service to achieve customer satisfaction for the client and will work as part of a 24x7x365 shift basis.
Shifts-
5PM - 2AM Sun - Thurs
9AM - 6PM Mon - Fri
2PM - 11PM Mon - Fri
Responsibilities:
* 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
* Carry out initial triage of the incident utilising troubleshooting skills and use the Knowledge Base to determine the appropriate action to achieve a timely resolution
* Manage your pending tickets ensuring these have been updated/resolved as per agreed procedures
* Understand and respond to feedback from ticket quality reviews
* Monitor announcements to ensure you have the latest information regarding outages and procedure updates
* Work to defined shift patterns including lunch times and break times. Understand and follow the procedures for notifying absence and requesting holiday
* Complete mandatory training as required
* Simultaneously switch between functions according to call/chat volume at the time
* Demonstrate a commitment to continuous service improvement by actively identifying opportunities of enhancement.
* Ensure that both internal teams within Bell and customers have a positive experience with the Service Desk every time
Qualifications:
Person:
* Self-starter and problem solver who can work independently using your own initiative but also a proactive and dependable team player
* Articulate in both verbal and written communication (to both technical and non-technical audiences), including the ability to produce clear technical documentation
* Professional/flexible approach to work; ensuring punctuality, tidiness and diligence with the aim to provide our customers with the best possible service
* Disciplined prioritisation, time management and scheduling abilities both for projects and individual tasks
* Willingness to learn quickly and adaptable as the situation requires
* Strong attention to detail and accuracy
* Have the ability to work under pressure in fast-paced environment and ensure agreed targets are met
* Strong emphasis on delivering an excellent customer experience
* Ability to learn new skills while following agreed operating procedures
* Have a logical approach to problem solving
Experience:
* 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
* Experience working in a Contact Centre
* Customer service and administration
* Experience adhering and working towards agreed SLAs and KPIs
* Exposure using and troubleshooting Outlook, Microsoft Teams, Jabber, Citrix, VPN, Webex, Virtual desktop and general end user support skills
Some of the benefits include:
* Healthcare and dental insurance
* Company pension is matched up to 5%
* 25 days annual leave entitlement plus bank holidays and the option to purchase 5 extra days
* Life assurance - 4 x annual salary
* Cycle to work scheme
* Client prioritises internal development opportunities and offer access to our Udemy training platform with over 5000 training courses
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