1st Line Service Desk

7 months ago


Birmingham, United Kingdom SCC Full time

**About The Role**:
Role**:1st Line Service Desk**

Location**:Stevenage, on site**

Contract Type**:Permanent, full time**

Salary Package**:Competitive base salary **plus large company benefits, a broad flexible benefits scheme, and 2 paid-for volunteering days a year**

Hours:
**The role will require varying shifts covering the hours of 07.00am and 19.00pm, Monday to Friday.**

**Why SCC?**
- An inclusive workplace
- Excellent package: solid basic and company benefits
- Hybrid working & core hours in line with role requirements
- Career development and life-long learning opportunities
- Opportunity to join Europe's largest privately-owned IT Company

**Role purpose**:
The 1st Line Service Desk Analyst is responsible for supporting the client’s internal users on their desktop environment.

The role of 1st Line Service Desk analyst is first line call handling, by taking calls from the clients internal users, following agreed scripts to effect a first call fix, where applicable, and logging the call information on the Service Desk online Management tool. When a 1st line fix cannot be achieved you will be responsible for passing the ticket to the relevant support team in order to resolve the incident.

The role will require split shift cover between 07.00 and 19.00 Monday to Friday.

**Key**

**Responsibilities**:

- Receive and log incidents from Users
- Diagnose incidents
- Attempt 1st time fix or identify the resolver in order to meet the set SLA’s
- Dispatch to support team
- Update incident log
- Validate resolution
- Monitor despatched incidents against SLA and initiate escalation process if appropriate
- Owning and seeing the incident through to the end.
- Conduct early morning checks to identify any potential service incidents, i.e. network and room availability. Raise appropriate records to resolve any found incidents.
- Check Systems to monitor usage of network and IWAN capacity whilst Video Conference sessions are in operation and make adjustments accordingly.
- Facilitate ad-hoc/emergency Video Conference requests where participants have requested in advance or are experiencing difficulty connecting, including external companies.
- Provide a point of reference service for booking and operational procedures
- Process Video Conference Facility requests in accordance with defined procedures, including booking confirmation procedures.

**Key Skills/Experience**:

- Experience of working within a Service Desk Environment
- Knowledge of ITIL aligned service management tools
- 1st Line technical support skills
- A customer-orientated approach with excellent communication and organisational skills.
- Focused on delivering agreed objectives and results.
- Ability to drive results within tight timeframes. Must be able to deliver results and negotiate changes
- Ability to effectively influence and negotiate with personnel at various organisational levels.

**About Us**:
SCC is Europe's largest privately-owned IT business, based out of the new £7m HQ office in Birmingham and we help clients succeed through IT transformation and exceptional customer experiences. We are a business where innovation is greater as we combine unique ideas, people and disciplines. We are a global company that is passionate about IT and where we look to simplify the complex.

**We are an equal opportunities employer**

SCC is committed to providing equal opportunities and a proactive and inclusive approach to equality and diversity in employment. No applicant or employee will be treated less favourably than another on the grounds of a protected characteristic which are defined as sex, sexual orientation, age, disability, gender reassignment, trade union membership or non-membership, marriage and civil partnership, pregnancy and maternity, race and religion or belief.

***

**If you are selected for interview, and need any reasonable adjustments made for your interview, please let the SCC Talent Acquisition team know, at the point of scheduling.**

**Diversity & Inclusion at SCC -**

**Sustainability at SCC -**

**Life at SCC**
***:


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