1st/2nd Line Support

2 weeks ago

Epsom, United Kingdom Carbon and Finch Full time

1st/2ndLine Support Consultant

Role Responsibilities:

- Accountable for managing the 1stand 2ndline support queue professionally and efficiently, prioritizing and resolving calls in line with SLAs whilst maintaining a high degree of customer service.
- Ensuring accurate records are kept on actions taken within the ticket management system.
- Prior experience in a customer-facing role or an enthusiasm to work within a customer/user-facing environment is ideal.
- Strong organisational skills and an ability to juggle multiple responsibilities at once.
- Actively managing customer expectations during the resolution of an incident, ensuring that user experience is optimized.
- Accountable for creating and storing detailed knowledge articles.
- Participating in deployment and implementation of IT projects
- Identifying opportunities for continual service improvement or change within the Service Desk, producing business cases to support them if/as necessary.
- Responsible for undertaking daily service checks.
- Experience with Microsoft Dynamics 365, Dynamics AX2012 & SQL
- Knowledge within DevOps, Azure & PowerBi would be advantageous.

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

**Salary**: £25,000.00-£30,000.00 per year

**Benefits**:

- Cycle to work scheme
- Flexitime
- Health & wellbeing programme
- Private dental insurance
- Private medical insurance
- Work from home

Schedule:

- Flexitime
- Monday to Friday

Ability to commute/relocate:

- Epsom: reliably commute or plan to relocate before starting work (required)

**Education**:

- A-Level or equivalent (preferred)

**Experience**:

- Technical support: 3 years (preferred)

Work Location: In person

Application deadline: 14/08/2023
Reference ID: 1st/2nd Line Support
Expected start date: 21/08/2023

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