1st Line Support : Retail

  • Location
    Peterborough, Cambridgeshire
  • Category
    IT - IT
  • Job type
  • Industry
    IT and Telecoms
  • External Reference

Job Title

1st Line Technical / Customer Service Support


Service Desk

Responsible For

Answering incoming contacts from customers and to accurately log incidents ensuring all relevant data is captured whilst logging the incident. To provide a single point of contact to our customers and to ensure that incidents are fully managed through to resolution.

Responsible To

Service Operations Team Leader

Main Purpose of Job

  • 1stLine Support of Wintel / Retail and Hardware related incidents.

  • Accurately log incidents and ensure all relevant data is captured whilst logging the incident.

  • Regularly updating incidents logged on the Incident Management system and provide end users with a technical solution within Service Level Agreements.

  • Proactively keeping Customers informed on incident or request status and progress.

  • Escalate incidents where a first time fix is not possible to either 2ndline support or the relevant resolver group.

  • Adhering to Incident management procedures.

  • Monitor, progress, and resolve incidents whilst ensuring customer satisfaction through proactive updates, frequent contact and escalation where necessary.

  • Resolve >60% of incidents logged as a First Time Fix

  • Keeping up to date with the current standard procedures.

  • Proactively maintain and develop knowledge, skills and experience through client contact, industry sources, formalised training and development plan.

  • Provide a point of technical escalation and expertise.

  • Escalate potential service issues initially with Team Leader/Service Desk Manager /Service Delivery Manager

  • Escalate potential problem issues with Problem and Incident Management.

  • Act as a role model for technical competence, helpfulness, facilitation of learning and teamwork.

  • Contributing to team meetings.

Knowledge & Experience

  • Educated to GCSE level or equivalent in Maths and English.

  • Good knowledge of IT platforms, equipment and applications.

  • Proven Customer service skills

  • Up to 6 months' experience as an analyst within a similar environment

  • Industry recognised qualifications in relevant area is desirable (i.e. MCP)

  • Up to 6 months remote support experience of

o Windows Operating Systems (Essential)

o Citrix (Desirable)

o Cisco Telephony Systems (Desirable)

o Hardware troubleshooting of both desktop and server hardware. (Desirable)

o Application support of applications from major vendors such as Netapp, Cisco, Microsoft, etc (Desirable)

  • Knowledge of supporting various windows applications including MS Office from end user perspective (Desirable)

  • Understanding of the ITIL framework and knowledge of the various associated disciplines is desirable

  • Experience of working to SLAs and KPIs and to be able to accurately describe their purpose is desirable.

Personal Attributes

  • Positive, enthusiastic and supportive individual.

  • Effective communication skills.

  • Ability to take ownership of and progress incidents to resolution.

  • Communication and interpersonal skills including listening, building rapport, establishing empathy whilst demonstrating awareness of internal and external issues in a calm and polite manner.

  • Ability to work under pressure and apply existing knowledge to unknown areas.

  • Ability to work in a team and to support team members.

  • Structured troubleshooting skills and inquisitive nature.

  • Passionate, professional, with a 'can-do' attitude at all times

  • Proactive thinking

  • Problem management and Problem solving

Applicants can apply here or by sending a CV and cover letter

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.

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Please apply with your CV to: Mark Beer