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1st Line Support Technician
4 weeks ago
VCG Technology Services Limited are looking for a 1st Line Support Technician with excellent customer service skills to join the team.
The 1st Line Support Technician is responsible for managing incoming queries and help requests from end users through email, customer portals, or phone calls. This role involves taking detailed notes of user-reported problems, determining appropriate steps for resolution, and managing the flow of incoming support requests. The technician will ask probing questions to fully understand the scope of each issue.
The 1st Line Support team escalates user support requests to technical resolver groups and experts when unable to resolve issues independently. They document the problem, detail the steps already taken, and provide their diagnosis to supervisors or specialists for further assistance.
We are seeking individuals who are early in their technical careers and have a genuine passion for providing exceptional support to customers in a technical customer service setting.
Key Responsibilities
The 1st Line Support Technician role includes:
Providing a helpful and polite first level support service through taking calls and handling the resulting incidents or service requests
Effective logging and fault analysis
Service request ownership and prioritisation
Allocation to relevant parties
Providing regular call status updates
Maintaining a technical knowledge of all supported products and undertaking training when necessary to update any required skills set
Dealing with 3rd parties in a professional manner to ensure customer service levels
Scheduling and supporting engineers during installations, fault resolution and 3rd party issues
Following the incident management and request fulfilment processes detailed in the call handling manual
Fulfilling Service Desk objectives detailed in the service management policy
Assisting and supporting any other department when necessary
Key Competencies
Excellent verbal and written communication skills
Critical thinking and problem-solving skills
Teamwork
The ability to investigate and troubleshoot issues
An active / empathic listener
Excellent organisational skills with the ability to multi-task
Ability to manage own time effectively and to be prompt and punctual
Adaptability and an Enthusiasm to learn new skills
Skills & Experience
Customer services training and experience
Experience of working effectively within a team and collaborating with others to achieve a goal
Experience of supporting enterprise networks
Knowledge and understanding of best practice framework (such as ITIL & ISO) for the delivery of IT services
Qualifications
- GCSE Maths and English - Grade 4 minimum
- Service Desk Institute
- ITIL Foundation
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