1st Line Support Technician
Job Type : Permanent, Full Time
Salary : £30000 – £35000/annum
1st Line Support Technician – London
PTS Consulting are currently looking for a 1st Line Support Technician to join it's dedicated Managed Service team providing on-site support for a major Financial Services organisation. This is an exciting opportunity for an individual with some existing experience of working on a service desk and provides excellent potential for career progression and a very competitive salary. The PTS service desk is a fast-paced environment so the ability to learn quickly on the job is essential.
The PTS service desk team provides 24/7 support on a rolling shift rotation with a generous allowance paid for night-shifts.
These activities may consist of (but not limited to);
* Provide a single point of contact for IT Incidents, Service Requests and Problems.
* Provide a professional and customer-focused service through the life cycle of each ticket; manage customer expectations by keeping customer informed of progress through to ticket resolution.
* Requirement to process a high volume of telephone calls and emails on a daily basis, whilst maintaining excellent attention to detail and customer service throughout.
* Classify calls accurately with the information provided and prioritise in line with the Service Level Agreement (SLA).
* Investigate and diagnose incidents by providing 1st line support, gathering pertinent information to identify and resolve a range of technical Incidents such as hardware, software, application, and network incidents
* Resolution and fulfilment of Incident and Service Request within the service levels agreed.
* Develop a strong understanding of applications and underlying support processes and procedures.
Relevant Necessary Experience
* Knowledge of Windows, MS Office suite and an Office 365 environment, as well as administering Active Directory.
* Understanding of DNS, DHCP, Group Policy, Microsoft Exchange, and Office 365.
* Proven team working skills but also able to use own initiative to support our customers.
* At least two years experience of working within an IT Help Desk environment.
* Adherence to set quality standards and measures.
* Recording all IT incidents, requests and problems, ensuring all relevant details are captured in line with ITIL Service Desk standards.
* Liaise with third party suppliers where necessary, logging tickets as required and acting as a central point of contact.
If you’re interested and would like to know more, please send your CV to today!
PTS is an Equal Opportunities employer and applicants are selected solely on the basis of their relevant aptitudes, skills and abilities. No applicant shall receive less favourable treatment on the grounds of sex, marital status, civil partnership status, trans-gender status, pregnancy, maternity, colour race, nationality, ethnic origin, religion, belief and sexual orientation
More Information
- Address London
