1st Line Support

6 months ago

Sunderland, United Kingdom ScS – Sofa Carpet Specialist Full time

**Description**:
We have an exciting opportunity available for an experienced 1st Line Support Technician to join our IT team.

This is an extremely important role which provides 1st line technical support to all ScS Employees for all IT related enquiries.

The opportunity will allow you to join an experienced IT team who will help you develop and grow within the role. You will get the chance to work in an environment where your ideas matter.

**What does the role involve?**:

- Review and monitor all faults / tasks that arrive through the IT Support ticketing system and log tickets for calls received by telephone.
- Ensure tickets are responded to, updated and allocated to appropriate team members as necessary within SLA’s.
- Provide 1st line support and handle escalation to other team members and where appropriate to the IT Support Manager or Head of IT.
- Manage calls escalated through 3rd parties.
- Ensure that users are provided with initial call reference information, followed by full and regular ticket status updates.
- Continually monitor and assess internal procedures, proposing improvements whenever relevant.
- Creation & maintenance of user ID’s in accordance with IT and HR policy.
- Perform the tasks set out in the system daily checks procedure and escalate any abnormalities to 3rd parties and the IT Support Manager / Head of IT.
- Ensure appropriate lines of communication are maintained with relevant parties in line with the needs of the business.

**Who are we looking for?**:

- Someone with a passion for technology
- A proactive approach to customer relationships
- Strong problem solving skills
- Experience within a similar role
- Experience using Microsoft Windows 10
- Knowledge of Active Directory (AD) user administration.
- General IT Hardware, laptops, tablets, printers, scanners, mobile phones, iOS & Android
- Strong communication skills
- A professional telephone manner

Desirable knowledge:

- Microsoft Terminal Services & Thin Client
- IP telephony, ideally Mitel.
- Networking TCP/IP
- Anti-Virus
- PC hardware build and refurbishment
- PC standard image build and imaging

**What's in it for you?**:

- 33 days holidays including bank holidays
- Employee benefits platform - access to 100s of high street discounts and more - holiday discounts, gym discounts, cinema discounts, e-vouchers, cashback and more
- Colleague Discount
- Career progression
- Long service awards
- Enhanced Maternity, Paternity and Adoption Leave
- Access to our dedicated Employee Assistance Programme - to give you free access to advice and information on a range of topics
- Medicash - low cost health plans
- Virtual GP - Access to a GP service 24/7
- Salary finance scheme
- Pension Scheme
- Death in Service
- Life assurance
- Cycle to Work scheme
- Refer a friend scheme

**About ScS - Sofa Carpet Specialist**:
We are one of the UK’s leading sofa and carpet specialists, and you can find us on numerous retail parks all over the country.

We have 99 retail stores, serviced by 9 distribution centres, a Digital Hub based in Coventry and a support centre based in Sunderland. For over a century, ScS has been providing customers with an excellent customer experience, selling beautiful products with outstanding value, quality and choice. Our primary product focus is in retailing sofas, flooring and dining, helping customers to create the home they’ll love and that’s where you come in

**Our hiring process**:
**Stage 1**:Applied

**Stage 2**:Review

**Stage 3**:Interview

**Stage 4**:Hired

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