1st Line IT Support

3 weeks ago

Basingstoke, United Kingdom HAMPSHIRE RECRUITMENT SERVICES LTD Full time

**1st line IT Support \ Customer Service**
Located in Basingstoke, this thriving business recruit for a 1st Line Support /Customer Service agent to join their busy team on a permanent basis. The role is to carry out administrative duties within the Customer Service Centre ensuring a smooth and efficientservice is maintained to all. Perform remote diagnostics to customer systems upon receipt of a full report.
**Salary**:£25,000 - £30,000
**Location**: Basingstoke

**Benefits**: Pension, 25 days holiday, free parking
**Hours**: 9.00am-5.30pm
**Main duties will include**:

- Managing the day to day project works of the Field Engineering team such as setting appointments, updating project documents and supporting remote diagnostics of systems.
- Answer, log, distribute and direct requests for information and/or support to relevant personnel/departments, checking that once passed they are resolved or escalated within predetermined timescales. Contact engineers within four hours to check contacthas been made where updates have not been provided.
- Allocate/re-allocate Field Engineering resource to clear all appropriate calls on a priority/timed/distance criteria. This will include contacting customers should engineers become unable to attend site, for example through sickness. Re-allocating any CRMsfor engineers that are on leave to ensure jobs do not sit and wait.
- Ensure that completed work is cleared down from live systems in a timely fashion. Contact Field Engineers towards the end of the day for updates on service reports for jobs visited.
- Organise cash job quotations as required, ensuring orders are received and then correctly processed prior to resource allocation.
- Assist in the ordering and despatch of engineer stock and return equipment for repair, maintaining a database showing all stock movement/allocation.
- Assist in general office administration, including facility management where required as well as organising DHL/post collection and deliveries.
- Organise rental collections which includes liaising with customers and organising parking where required.
- Preventative maintenance arrangement - organising with site and Field Engineers to book suitable dates in time to meet our contractual obligations.
- Organise order acknowledgements and input data into the projects Applicationso the department can tract progress of projects.
- Compile and distribute OOH rota and OOH customer list
- Send service reports to customers with customer satisfaction banner attached
- SOP sign off which includes allocating newly raised sales order (SOP) to a Field Service Engineer and track progress for correct sign off within five working days. Liaise with the engineer where issues may arise. The Field Engineer will liaise with theAccount Manager to resolve issues but this needs to be followed up within the Customer Service Centre to ensure this has occurred
- Create open cases and SLAstats reports, plus any ad hoc reports as required
- Any other reasonable tasks as required within the department

SKILLS and Experience
Essential:

- Specific courses on VOIP, networking or other telecoms
- Experience within the Telecoms Industry taking fault reports and creating job tickets
- Previous experience with mission critical systems and fault logging
- Good co-ordination, organisational, administrative and project management skills
- Remote desktop access and remote windows patching essential
- Good communication skills with the ability to problem solve and think through alternative solutions.
- Self motivated with the ability to work within a team to influence and motivate.
- Ability to remain calm under pressure

If you are interested in this opportunity, APPLY NOW

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