Job Description
This is a fantastic opportunity to join a successful and thriving business as a 1st Line Support Engineer. You will be responsible for providing first level support to our clients large and diverse client base. This will include ensuring that Service Levels are maintained and that the ticketing system is fully up to date. You will need to provide the Service Delivery Management team with updates and reports as required.
Flexibility is required, working outside normal hours, as necessary, to cope with varying situations and workloads
Within the role, your duties will include:
·Responding to requests for technical assistance via phone and electronically
·Accurate and informative, reporting and communication with other departments
·Completion of service tickets in a timely, concise and informative manner
·Adhering to Quality, Health & Safety and other administrative processes and procedures
·Following and maintaining ITIL Process as required
·Travelling between various company and customer site locations as required
·Documenting Service Desk Processes, Triage/ UAT scripts as required
You will need to:
·Achieve the objectives of the role; working within the procedures and processes that are in place
·Meet SLA’s where applicable
·Ensure accuracy with ticket system and that all are up to date
·Always provide a professional manner in front of customers
General Responsibilities of all Staff:
·To comply with the company’s Health & Safety policy
·To strive for improvements in efficiency and productivity in order to improve the Company’s profitability
·To comply with the Company’s Disciplinary and Grievance procedures
·To read and observe Company Procedures which are introduced from time to time
