£24000 - £26000 Per year
IT Technician
Permanent,Full-time
Job Description
- Work with the user over the telephone or via email to resolve problems with IT service issues
- Ensure that requests for assistance are responded to in a timely manner according to agreed SLA’s
- Diagnose and resolve problems accurately making sure they are logged correctly and either closed successfully or escalated appropriately to 2nd Line support teams
- Seek to document and communicate new fixes and workarounds to 1st & and 2nd Line support teams
- Ensure full adherence to escalation procedures in Incident, Problem & Change Management.
- Take ownership of escalations when asked, deliver solutions
- Seek to improve process & procedures
Required Knowledge, Skills, and Abilities
- Customer Service experience
- A willingness to work a day shift pattern (some weekend working on a rota)
- Great communication skills, both written and verbal
- Ability to remain calm under pressure
- Good analytical skills
Reference no: 37543