1st/2nd Line Support

3 months ago

Sheffield, United Kingdom CCA Recruitment Full time

Role: 1st & 2nd Line IT Support

**Salary**: Up to £30,000 DOE + £1500 out of hours bonus + benefits

Location: Sheffield

Hours: 37.5 Mon-Fri (but also out of hours cover)

The 1st & 2nd Line IT support role reports directly to the IT Delivery Manager, and is responsible for leading on the coordination and delivery of key IT change projects within the contact centre. The role will also work with key stakeholders to assist with the transition and go live of new service lines into the contact centre and will be responsible for managing helpdesk tickets and providing 1st/2nd line support day to day, along with the existing IT support team members.

Do you have experience working within a contact centre 1st & 2nd Line IT support role?

**Your main responsibilities will be**:

- Maintain the performance, availability, integrity and security of all IT services
- Develop, maintain and document all aspects of IT services to ensure compliance and demonstrate appropriate control to third parties
- Ensure that services adhere to best-practice principles and standards
- Establish, maintain, develop and communicate service levels required by the business units and Group
- Management of the contact centre IVR and any changes required by the business to the IVR
- Management and coordination of incidents, issues and IT projects impacting the contact centre.
- Providing technical input into all contact centre change requirements.
- Logging, monitoring and reporting on all contact centre incidents, projects and issues.
- You will be required to work additional on-call hours which will be allocated within the rostered shifts on a rotational basis to meet customer driven demand and include evenings and weekends, from 6am until 11pm.Your rostered shifts, which will include the rotational additional on-call hours, will be distributed on a monthly basis.

**Are you experienced in the following 1st & 2nd Line IT Support**:

- A self-starter who is results-driven with high levels of self-motivation, drive and initiative
- Proven ability to work under pressure and with others
- Experience working with/on an IT Service Desk
- Excellent communication skills with the ability to work with senior managers
- Customer focused
- Supplier relationship management experience
- Experience within an ITIL environment to include change management
- Broad background in Contact Centre - Shared Services

**Do you have**:

- Broad background in Microsoft products (e.g. Office 365)
- ‘CRM Toolsets' Support Experience (Salesforce)
- Experience dealing with hardware and hardware maintenance
- Experience support IP Telephony (AWS Amazon Connect)
- Working to strict OS Patching and AV Update Schedules ensuring business compliance

**The Reward as 1st & 2nd Line IT Support**:

- 25 days Holiday plus National Bank Holidays
- Travel discounts
- Payroll Giving - donate directly from your pay to a Charity of your Choice
- Shopping Discounts including discounts and cashback on electrical goods, your weekly shop, holidays, cinema trips, car insurance, upgrading your mobile and lots more
- All employee Share Schemes*
- Save as You Earn - gives you the opportunity to save a regular amount each month for three years. At the end of the savings period, you can use your savings to buy shares at a discounted price set at the start of the Scheme, or take your savings as cash.
- Buy as You Earn - allows you to buy shares each month, with 2 free ‘matching' shares for each 3 shares you buy. You can vary the amount you save, or stop it at any time. You need to participate in the scheme for at least 3 years in order to receive the matching shares.
- Employee Assistance Helpline - free, confidential employee support service provided by an independent provider
- *after 6 months of employment_

**Job Types**: Full-time, Permanent

**Salary**: Up to £30,000.00 per year

**Benefits**:

- Company events
- Company pension
- Gym membership

Schedule:

- Day shift

Supplemental pay types:

- Bonus scheme

Ability to commute/relocate:

- Sheffield, South Yorkshire: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Technical support: 1 year (required)

Work Location: In person

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