1st Line Support

6 months ago


Bracknell, United Kingdom Project People Full time

**1st Line Support**

**24 hour Operations**

**Contract
- 6 month rolling with the possibility of permanence if all goes well**

**Location

**12 hours shifts days and nights, 4 days on, 4 days off**

The role holder works under limited supervision generally in routine business as usual situations supporting several products, product sets and systems to help maintain the availability of the IT services delivered to end users.

The role holder is also able to resolve non routine issues and recognizes the importance of meeting Service Level Agreements and is focused on meeting customer expectations.

The role holder will resolve escalations from other team members and will have a good knowledge of their working area, processes and required technical skills.

**Key Accountabilities**
- Business Awareness. Has an understanding of the customers' environment and service delivery requirements to enable the delivery of the service.
- Process. Documents actions taken in resolving routine and non routine customer enquiries ensuring established processes/systems are followed.
- Problem Solving. Takes ownership for listening to and understanding problems asking relevant questions to resolve problems within required timescales. Knows when to escalate, but retains interest to learn from the escalation.

**Key Performance Indicators**
- Feedback from customers, colleagues and team managers.
- Technical Assessments.
- Evidence of sharing and re-use of knowledge.
- Correct management of processes followed to deliver the service.
- Percentage of customer problems resolved within required timescales.
- Meeting service level requirements.

If you think you have the above, then I'd be interested in hearing from you.

Project People is acting as an Employment Business in relation to this vacancy.



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