1st Line IT Support:
We are looking for an enthusiastic, IT 1st Line Support individual who is looking to get their first position within the IT world and to learn and develop their skills within a rapidly growing organisation.
You will help resolve IT related issues for over sites across the UK.
You will need to work fast and determine if issues can be resolved internally or need to be escalated to other support teams or 3rd parties.
You will be responsible for ensuring users are kept updated and deliver a high level of support and customer service.
The role is based in York, and candidates should be within a commutable distance.
The role will also require participation in an out of hours on-call rota.
To provide a first class service to all users of the internal and external systems.
To help diagnose problems and liaise with relevant parties, to solve problems quickly and efficiently, providing feedback and support where and when necessary.
Duties and Responsibilities
Answering incoming calls and dealing with all internal and external related queries.
Use information gathering skills to ensure that queries are identified and dealt with correctly
Logging information into a database for call analysis and information for other team members.
Keep both internal and external customers updated of call progress and keep team updated with any new information.
Liaise with internal IT teams to diagnose issues and ensure that the Helpdesk Team is updated accordingly with any fixes or workarounds.
Keep team members updated on any outstanding calls and of any potential problems.
You will need:
The ability to communicate well both verbally and in writing with customers and colleagues at all levels.
A polite, friendly and professional manner with a genuine interest in IT.
Enthusiasm for the job.
The ability to work under pressure and to remain patient and calm at all times.
A willingness and ability to listen to ensure the correct diagnosis of a problems is made.
To be flexible and reliable.
Previous experience of working in a Customer Service Environment.
SmartSourcing are a Disability Confident Employer and we promote, celebrate and value diversity, we are committed to promoting equality and inclusion for all.
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