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Help Desk Technician

2 months ago

Sunderland, Sunderland, United Kingdom Proactive Appointments Full time
1st Line Support

Proactive Appointments Limited is seeking a motivated and detail-oriented individual to fill the role of 1st Line Support. As a key member of our team, you will be responsible for providing exceptional customer service and technical support to our clients.

Key Responsibilities:
  • Provide end-user support via remote technologies and telephone support
  • Flexibility to attend customer sites to provide on-site support as required
  • Technical support for all endpoints - desktops, laptops, and mobile devices
  • Accurate assessment of the impact and urgency of a fault/request and respond accordingly
  • Effective and efficient ticket management
  • Work to ensure all tickets are owned and progressed through their lifecycle to a prompt resolution
  • Create and maintain support documentation and knowledgebase articles
  • Cultivate and foster partnerships and positive working relationships with customers and colleagues
  • Work with internal and external resources to facilitate the prompt resolution of issues
  • Ensure SLAs and OLA's are proactively managed and attained
Requirements:
  • Full driving license (and own vehicle) is essential. Willingness to travel
  • A good level of understanding of Microsoft Cloud services and what they are and what services they provide
  • Comptia or any Microsoft Qualifications will be an advantage

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