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1st Line Support

Job details
Posting date: 07 January 2025
Hours: Full time
Closing date: 14 January 2025
Location: Burton-On-Trent, Staffordshire, DE14 1SZ
Company: Experis
Job type: Contract
Job reference: BBBH391604_1736275228

Summary

Key Deliverables:

  • Act as a first point of contact for all internal customers regarding IT issues and queries.
  • Logging all requests and incidents within the ITSM helpdesk system ensuring
  • Ensuring SLAs are met by responding to and resolving tickets in a timely manner.
  • Take ownership of tickets ensuring the customer and ticket is updated with the ticket resolved where possible or assigned to next resolving group in a timely manner
  • Provide a professional and high-quality customer support service adhering to service management principles
  • Remote and in person support using windows administration and mobile device management tools.
  • Administration and support of solutions such as Active Directory, Office365, D365, Outlook and Exchange
  • Create/disable/update user and system accounts; permissions, unlocks, password resets and group creation / assignment in accordance with security policies and procedures
  • Installation and support of software
  • Troubleshoot desktops, laptops, tablets, mobile phones and other end user peripherals for any hardware, software or network issues
  • Asset management of all IT equipment keeping track of what equipment is assigned to whom.
  • Management and assignment of software licences
  • Identify problems and raise awareness with Service Managers
  • Ability to organise and prioritise own workload
  • Take ownership of improving first time fix rate by working with second line team to increase knowledge
  • Ensure Knowledge base is regularly reviewed for any additions or amendments
  • To participate in the department's out of hours rota as required.
  • Keep abreast of new technologies

Key Skills:

  • Resetting Passwords (Active Directory)
  • General Microsoft related troubleshooting: Windows 10 & 11, Office 365.
  • Preparing & diagnosing hardware issues: Laptops, Desktops, Phones
  • Experience with ServiceDesk ticketing system would be useful.
  • Need somebody with competent Microsoft skills and experience!