1st Line Support - Contract

*Role sits inside IR35*

Key Purpose of Job

Perform 1^st line duties for the Information Technology Service Desk in accordance with all Service Desk procedures and SLA’s, providing support for internal users within SSTL across multiple sites.

Key Tasks

Receive calls from users in relation to any technical incident or query

Accurate logging of helpdesk submissions into the IT Group’s Service Desk tool along with full notes of actions taken

Preliminary investigation of all requests via telephone, email or remote admin tools, resolving or escalating as necessary using generic fault finding techniques

Continued development of SOP’s for ‘quick win’ solutions where tickets can be resolved before escalation

Monitoring of Service Desk email systems and phones – Taking calls to the Group’s DDI

Regular review of escalated tickets to ensure they are maintaining Service Level Agreements (SLA’s)

Administration of general IT activities, including documentation and procurement

Other tasks as directed by the Service Delivery Manager/Head of IT

PERSON SPECIFICATION (essential requirements)

Qualifications

Diploma or NVQ in IT related or communications subject desirable but not essential

Awareness of ITIL or equivalent would be an advantage.

Experience

General experience with using computers

Previous customer facing role

Knowledge & Skills

Strong communications/telephone skills

Excellent customer service skills

Knowledge of Windows operating system

Knowledge of the Microsoft Office suite

Good analytical and problem solving skills

Ability to work in a team environment

Ability to work under pressure

Able to demonstrate company mindsets; accountability, one team, customers and projects rule and audacity

Hours

Full time. Hours will be on a shift basis within the team to cover a period between 8am and 6pm

Location

SSTL prides itself on being a super flexible company. The role is based in our Head Office in Guildford