1st, 2nd & 3rd Line Service Desk
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| Job Type | Permanent Full Time |
| Location | Epsom |
| Area | Surrey, UK |
| Sector | IT |
| Start Date | |
| Advertiser | Emma Walsh |
| Telephone | 01372818299 |
| Job Ref | EW12021 |
- Description
- 1st, 2nd & 3rd Line Service Desk
** Competitive Salary ** Excellent Benefits Package **
** Excellent Onsite Facilities **
Lloyd Recruitment Services are proud to be working with an established company who are going through an exciting time of development and growth.
About the Role:
The role will require the successful individual to provide 1st line support for all incidents and service requests, as well as 2nd and 3rd line for all systems and applications.
Support is provided remotely to field staff in the UK, as well as desk-based staff in the Head Office. Support can be provided over the telephone, via remote control, e-mail as well as desk-side.
Main Duties:
Delivery of first-class customer service, ensuring the customer is satisfied with the resolution
Log, manage and resolve incidents and support requests within agreed timescales
Keep detailed, accurate and consistent records for the teams’ calls
Escalate any problems, major incidents, issues or complaints as appropriate
Develop and implement system procedures in conjunction with the end users and the supplier, including roles and responsibilities, problem management and change control requirements
Ensure that IT equipment is audited, and equipment lists are maintained
Required skills:
Solid background in Service Desk support
Detailed knowledge and understanding of Incident, Problem and Service Request management processes
Experience working in a busy IT Service Desk environment in a technical customer facing role
Over 5 years or strong equivalent experience providing 1st to 3rd line technical support via telephone, email, remote and desk-side support
Strong experience of Microsoft Windows 10 support and installation
Excellent customer service skills
Experience providing PC support including image creation, building, configuring, and troubleshooting PC hardware and software
NB: Lloyd Recruitment Services would like to thank you for taking the time to apply to this vacancy. However, unfortunately due to a high number of applications, we are only able to respond to shortlisted applicants. If you have not heard from us within seven days, please assume that you have not been shortlisted on this occasion. However please do join our Facebook community, to be the first to see our new positions.
