1st Line Support

6 months ago


London, United Kingdom Project People Full time

Based in London, working full time on-site.

Are you looking to progress your skills and experience within a 1st Line Support role, with an Organisation which offers a great Training program?

We have exciting new opportunity to grow your career with a well-known IT Service Organisation, that are willing to invest in full training to get you to where you need to be to progress your career.

Are you a self-sufficient when resolving routine problems or enquiries across several products, product sets and systems or technologies for multiple customers?

You will be competent when working under pressure and has a degree of autonomy when dealing with unexpected problems, more complex escalations and helping to maintain the availability of the IT services delivered to end users.

The shift pattern is 3 days on (7am to 7pm), 3 nights on (7pm to 7am), 6 days off, repeat

**Do you fit all the detail requirements?**

You will be provided with legacy infrastructure training
- Business Awareness. Develops an understanding of the customer's environment and service delivery requirements to enable the delivery of the service.
- Follows established processes/systems and recommends improvements to these as appropriate to resolve routine customer enquiries. Documents actions taken to resolve enquiries.
- Problem Solving. Takes ownership for listening to and understanding the customer's problem. Escalates and/or gains support where necessary to resolve the problem. Uses relevant information to diagnose and to resolve or enable resolution in a timely manner.
- Team Working. Acts as a team player being viewed by colleagues as an effective and helpful member of the team, demonstrating personal leadership and initiative.
- Professional Development. Takes responsibility for learning about current products/systems to build own technical knowledge to support business requirements.

**Key Performance Indicators**
- Technical Assessments.
- Evidence of sharing and re-use of knowledge.
- Correct management of processes followed to deliver service.
- Improvement/ enhancements to service delivery.
- Known errors with workarounds or fixes loaded in knowledge database.

Project People is acting as an Employment Agency in relation to this vacancy.


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