Role: 1st Line Support - Service Desk Rate: Up to £400 p/d Inside IR35 Location: South Wales HQ - 4 days p/w Duration: 6 months
As a vital member of our client's team, you will provide top-notch 1st line technical support to a user base of approximately 2300. Exceptional customer service skills, maintaining composure under pressure, and the ability to ask insightful questions to diagnose and prioritise user queries and issues are essential for success in this role.
Experience Required:
- Experience in a Service Desk environment supporting 700+ employees in an ITIL setting.
- Strong knowledge of Active Directory (AD) and virtualisation technologies, such as Citrix and Citrix Workspace.
- Experience with video conferencing equipment and software, including Microsoft Teams.
- Ability to prioritise and manage multiple tasks and deadlines effectively.
- Demonstrable technical support and desktop management expertise, including Windows 7/10, Office 2016, O365, SCCM, AD, Citrix, and more.
- Solid understanding of basic networking principles, such as TCP/IP, DNS, and DHCP.
- Strong problem-solving abilities and basic hardware configuration and repair experience.
Responsibilities:
- Efficiently and professionally respond to end-user inquiries via self-service and phone calls.
- Provide remote, technical 1st line support, utilising your skills, knowledge, and experience, as well as consulting our extensive knowledge base and collaborating with the broader IT department.
- Adhere to ITIL best practice approaches for Incident, Request, and Problem management processes, aligned with agreed-upon SLAs.
- Collaborate closely with 2nd and 3rd line teams to enhance the 1st line fix rate.
- Build and maintain strong working relationships.
- Create and maintain Knowledge Articles to ensure seamless customer service delivery.
- Participate in exciting IT projects, including planning, testing, and implementing new software, hardware, or infrastructure changes.
- Engage in regular team meetings and training sessions to stay current with the latest technology trends and solutions.
- Uphold security policies, procedures, controls, and agreed-upon SLAs.