1st Line Support Desk

4 months ago

Sunderland, United Kingdom Nigel Wright Group Full time

THE OPPORTUNITY

An exciting opportunity has emerged to join the First Line Support Desk at a leading energy distribution company based in the North. Initially, this role is offered as a 3-month Fixed Term Contract position, with strong indications of it transitioning into a permanent role.

**Salary: £26,000**
**Location: Doxford Park, Sunderland**
**Hybrid working: No, this role requires on-site presence 5 days a week.**
**Working Hours: Monday - Friday, 40 hours per week (starting either at 7am or 8am)**

THE ROLE

We're seeking a proactive individual to join our team, someone who can provide exceptional, customer-focused technology support to our internal colleagues. Your responsibilities will involve efficiently managing colleagues' technology issues, ensuring swift resolution to minimize disruptions.
- Offer first and second-line remote support to colleagues, swiftly addressing their technology concerns.
- Ensure prompt and empathetic resolution of technology service requests, adhering to agreed standards for communication and logging.
- Take ownership of service requests and issues, resolving them directly through remote support or by collaborating with the team and external providers.
- Follow guidance from the Colleague Care Team Leader, prioritizing and allocating technology service requests effectively.

YOUR SKILLS & EXPERIENCE

While previous experience in a similar role is beneficial, strong adherence to processes is the primary requirement, making it suitable for individuals who excel at following instructions and are process-oriented.
- Capable of resolving end-user computing technology issues, proficient in Active Directory and Office 365.
- Experienced in managing various hardware setups such as laptops, phones, and tablets.
- Demonstrated ability to provide customer-oriented services in an IT environment, ensuring customer satisfaction through courteous and empathetic interactions.
- Proficient in end-to-end management of requests/calls, maintaining ownership and oversight throughout the resolution process.
- A positive and approachable character is essential for this customer-focused role.
- Self-motivated and adaptable.
- Possession of a valid driving license.

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