Role Overview & Mandate
Executive Summary
Start Date: Immediate Contract type: Permanent Reports to: First Line Support Manager...
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Sources: USCIS E-Verify & Home Office CoS
Start Date: Immediate
Contract type: Permanent
Reports to: First Line Support Manager
Established in 1982, Bytes has grown rapidly and now employs over 450 people across 5 locations in the UK and Ireland. Our turnover in Financial Year 2019 was in excess of £520M. We work with SME’s, corporates and public sector organisations to modernise and digitally transform their IT infrastructures.
We invest in our employees through on-going support, training and advice to help them achieve their career aspirations, rewarding success both financially and personally. There is opportunity to grow and move internally which can be seen through our long-standing employees who have developed existing and new skills to move into senior positions in the organisation leaving space for new team members to begin their journey.
Here's a bit about us...
- Operating from modern, hybrid working environments with offices in Leatherhead, Reading or Manchester
- Over 550 staff (plans to double in size over the next 5 years)
- Winners of an array of industry awards
- Sunday Times Top 100 Best Places to Work
- Excellent training and career prospects offered
- Fantastic office with gym, canteen, open plan, smart casual dress code, regular incentives and company events
- Supporters of 85+ charities with strong commitment to diversity and sustainability
We grow great people to deliver amazing things - with an emphasis on Personal Growth, Opportunity and Impact.
ABOUT THE ROLE:
The purpose of the 1st Line Support Desk Technician is to deliver excellent customer service through continuous improvement that gives customer confidence, you will do this by understanding customer’s needs, delivering technical excellence, and ensuring communication is concise, responsive and of a high quality.
Key Responsibilities:
- Provide 1st application support to customers
- Triaging of 1st Line support tickets
- Application User Access
- Administer customer settings application tool sets.
- Maintenance Configuration Database within SharePoint.
- Perform daily checks to ensure systems are running successfully
- Perform 1st support checks and requirements prior to 2nd line escalation.
- Complete New customer onboarding tasks
- Manage unassigned call queues and assigning services tickets
Opportunities:
- SAM/Projects
- 2nd Line Support Microsoft
- 2nd Line Support SNOW
- 2nd Line Support Quantum
- Professional Services
ABOUT YOU :
Essential Qualifications & Experience:
Minimum GCSE grade 5 in Maths, English and Science
Keen interest and desire to progress in Software licensing support
Customer Service
Desired Qualifications & Experience:
- Experience of Microsoft Operating Systems and Client Applications
- Experience of Incident Management Tools
Core Competencies & Skills:
- Preferable a University Graduate in Computer Science with at least 1 years’ service desk support to customer/end users.
- Maintain good relationships and respect work colleagues
- Maintain good relationship with all clients
- Excellent client communications
- Ability to analyse and respond to situations
- Ability to obtain cooperation of peers
- Good Organisational skills
- Follow guidelines & procedures
- Attention to detail
