Job Details  
Advertiser: Just IT Recruitment

Job Title: 1st Line Support Engineer – – 3-Mon
Rate:£70 Per Day
Description: 1st Line Support Engineer – Rochdale – 3-month contract - 70 per day

Do you have some IT experience but are looking for a new challenge?
My client is a large managed service provider that caters heavily to the public sector, they provide an end to end customer service focused approach.

The Role:

You will be responsible for the recording of all incidents, service requests and requests for change (RFCs) that come to the Service Desk via phone or email. They will also undertake corrective action to satisfactorily resolve 75% of incidents received and, under all circumstances.

Core Responsibilities:

• Work on the ICT Service Desk, accurately recording all calls offered by either phone or email into the Service Management Tool (SMT).
• Perform accurate assessment of calls, performing fit time fix where possible.
• Provide technically accurate solutions to users and customers.
• Aim to resolve 75% of incidents at first point of contact (75% first time fix), with or without the aid of remote control software.
• Be aware of Service Level targets and monitor performance against them.
• Maintain the accuracy of the Service Management Tool and related databases by updating new user information, relocations etc.
• Liaise directly with external maintenance suppliers where they are dependent on call resolution them, update internal customers as incidents are resolved; update internal customers as RFCs are released into the production environment; liaise with other ICT technical staff to deliver service as per the service model.
• Produce statistical reports, on request, from the SMT and telephony system.
• Manage, prioritise and chase outstanding calls with appropriate staff within ICT and external suppliers.
• Update and create scripts for use on the Service Desk Service Desk Manager, in accordance with ITIL best practise.

Key Experience:

• Experience of working in an IT customer service environment.
• Knowledge of hardware and systems software installation and support.
• Good problem-solving aptitude and skills.
• A positive analytical attitude to support process and performance improvement.
• Be able to diagnose technical faults quickly and accurately over the telephone, using the remote assistance tools and techniques available.
• Knowledge of current Microsoft Windows computer operating systems.
• Knowledge of PC hardware components and peripherals.
• Knowledge of standard business applications e.g. current Microsoft Office suites, popular web browsers, Microsoft Exchange email clients.
• Experience of technical problem resolution in a Microsoft Active Directory/Windows Server environment.
• Some experience of technical problem resolution in a Novell Client/Server environment.
• Some experience of technical problem resolution on the Citrix terminal services platform.
• Some experience of technical problem resolution with a VME/Mainframe platform.
• Excellent communication skills - both written and oral - with the ability to relate to employees, departmental staff, third party suppliers of goods/services, elected members of the Council and management at all levels.
• Knowledge of relevant IT procedures and products managed by Agilisys Managed Services
• Communication skills necessary to be able to converse with users of differing technical abilities and skills.
• Good personal organisation skills and time management.
• A sound educational background.

How to apply:

If you are interested, send your CV to , or call Meena on 0207 655 4609.

Skills Required: 1st Line Support Engineer – Rochdale – 3-Month Contract - 70pd
Job Type: Contract
Start Date: ASAP
Contact: Meena Kingra Contact E-mail: Click
Contact Tel: 0207 655 4609 Contact Fax: 020 7247 3991
Reference: JO0000016101 Added: 03-11-2017
  IMPORTANT: For jobs based in the UK it is unlawful to employ a person who does not have permission to live and work in the UK. Please ensure you have this permission before applying, unless the advert states otherwise.
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