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2nd Line Support

Job Title: 2nd Line Support
Contract Type: Contract
Location: Nottingham, Nottinghamshire
Industry:
IT
Salary: £13.00 - £13.45 per hour
Reference: BBBH54360000_1501000207
Contact Name: Sophie Snelson
Contact Email: s.snelson@parity.net
Job Published: July 25, 2017 17:30

Job Description

1/2nd Line Support -

Contract. Public Sector. £13.50 Per hour. Nottingham

1/2 Line support resource required urgently in Nottingham

Key Service Responsibilities:

  • Providing the first point of contact service (telephony, online and remote assistance) for all customer incidents, requests for service and requests for change.
  • Implementation of the agreed incident management processes and procedures and utilisation of appropriate systems in accordance with guidance.
  • Receives and documents all customer calls, analyses customer needs, assigning all calls as appropriate, resolving all first line support calls that are assigned to the post holder, tracking of all calls, and closure of all calls.
  • Implementation and administration of secure and appropriate user access to ICT systems in accordance with agreed policies, procedures and processes.
  • Handle requests for information and provide advice to customers on the products and services that are provided by the ICT Service.
  • Provide advice, guidance, solutions and support to users on systems, products and services within the levels of the postholder's expertise.
  • Provision of an effective interface with the customer for all logged calls through to call closure.
  • Assists customers with having issues resolved quickly and works to agreed service level targets for all service desk responsibilities.
  • Provision of remote assistance services to customers.
  • Operation and updating of the knowledge base.
  • Operation of service desk systems, processes and procedures

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