2nd Line Support
£25,000–£28,000
Bristol
Resolution of Service Desk tickets (Incidents and Requests)
* Successful closure, or escalation, of an agreed percentage of reactive Service Desk tickets
* High level of customer service
* Consistent, detailed ticket management throughout the life of a ticket with a working understanding of priority setting, proven by monthly spot checks
* Shift left approach to knowledge transfer
* Aligning to ITIL best practice processes
* Cyber Security focused
* Providing assistance as required to 3rd party IT support companies globally
Hardware Provisioning
* Ensuring that all employees have the appropriate IT systems to carry out their roles effectively and productively
* Ownership of the decommissioning and disposals process
* Asset management
* Stock management
* Supporting the piloting of any hardware outside of the normal fleet
* Cyber Security focus
* New starters
* Providing detailed handovers to employees
* Licence management
* Helping to ensure software is supported and approved for use by the company
Professional qualifications
* Level 2 ECDL / BTEC course completion or equivalent
* Desired Apple MacOS support essentials course completion
* Experience working within a Service Desk environment
* Desired ITIL Foundation qualification (V3 or V4), understanding of core processes required (SLM, Incident, Request, Change, Problem, Knowledge) Knowledge & previous experience
* Understanding / Knowledge of Agile Working
* Previous working experience with employee facing systems including, but not limited to, Microsoft
| Location | ||
|---|---|---|
| Bristol | ||
| Bath | ||
| Newport | ||
| Cardiff |