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**1st Line Support Specialist**

2 months ago

London, Greater London, United Kingdom Directions Recruitment Specialists Full time

We are seeking a highly skilled and experienced **1st Line Support Specialist** to join our team at Directions Recruitment Specialists.

The successful candidate will be responsible for providing exceptional customer service and technical support to our clients, ensuring that their IT needs are met in a timely and efficient manner.

Key Responsibilities:

  • Support the fulfillment of Service Requests, Incidents, Monitoring, and completion of daily tasks within Service Level Agreements.
  • Manage incident and service desk tickets through to resolution, including knowing when to escalate to 2nd/3rd Line.
  • Manage Service Desk processes such as Joiners, Movers, Leavers, etc.
  • Ensure that the Service Desk delivers excellent Customer Service.
  • Identify and implement improvements to IT services, tools, and processes administered and supported by Service Desk.
  • Improve end-user experience of technology within the group and drive initiatives to improve SLA performance of Service Desk deliverables.
  • Support the Service Desk team by providing guidance on analysis, troubleshooting, and problem-solving to help expedite resolution when escalating issues.
  • Encourage and facilitate training of users on platforms, technology, and IT strategy for delivering excellent communication and understanding to staff members.
  • Maintain stock levels and asset inventory of equipment to ensure enough capacity to deal with typical end-user problems in a timely fashion.
  • Provide the team with feedback information regarding changes, maintenance, known problems, and new services, to help coordinate team resources.