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1st & 2nd Level Technical Support

Zoek Pin Westminster, Greater London, England

£14.00 - £20.00/hour

Temporary (Full time)

Posted 3 days ago

Job title: IT Technical Support Analyst

Location: Mayfair

Duration: 6 months - opportunity to go long-term

Type: Temporary

Hourly rate: £14-£20

We are searching for an energetic and motivated team player with IT Technical Support experience to join our client's growing team. In this role you will be dealing with end-user issues/queries and provide 1st & 2nd level functional and technical support to business users in London.

Main duties

Provide direct 1st & 2nd Level support within the agreed Service Level Agreement (SLA) to local users, using telephone and other collaborative tools, such as VC and video phones, email and instant-messaging
Ensure all incoming incidents/calls are logged, responded to and with attention to detail, escalated and closed in a timely manner (as per SLA), using the company's service management tool
Provide technical support to Front-Office and other users, incl data manipulation, extracts, generate reports etc, based on the company's development standards
Ensure that sufficient accurate information is contained within incident reports to promote the development of the ICT Knowledge Base and increase incident resolution rate
Be responsible for the monitoring of resolution and timely escalation where necessary
Ensure that correct resolutions are found and where not possible, escalate to appropriate Resolution Groups in addressing incidents in a timely manner
Ensure the users/requestors are regularly updated on their calls/requests until ticket closure
Escalate any complaints or potential issues to the Team Manager and / or Global Service Desk Lead where appropriate
Manage client expectations effectively
Act as back-up for IT Manager
Should understand and adhere to standards, SLAs and policies, which must be followed and guide users accordingly
When required provide desktop technical support based on company standards, with guidance and assistance from colleagues in other locations

Requirements / Skills

Certification in any of the following : Microsoft software technologies, software design, development and testing methodologies/concepts, project management, ITIL
General skills on ICT technologies, Including excellent knowledge of MS-Office, particularly Excel and related packages
Previous experience in a support/analysis function role is essential
Team player with ability to exercise flexibility, demonstrate initiative for ensure the business support needs are met in a proactive manner with minimum supervision
Strong problem-solving' and troubleshooting skills, demonstrate service-oriented approach, an understanding of the customer's business needs and be able to achieve and maintain high customer satisfaction rating
Experienced providing excellent Customer Service and Excellent interpersonal skills & communication: Must be able to communicate technical solutions to non-technical users, in a multi cultured working environment
Ability to cope in difficult/stressful situations in a serviced oriented manner
Be self-motivated, creative, highly organised and proactive
Functional experience of CTRM platforms is a plus. Also previous hands-on experience on functional-support for CTRM software is a bonus

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website

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