1st line Support Officer - remote

As a 1st line support officer, you will be part of a team that is responsible for IT Support covering both hardware and software. This will involve troubleshooting IT helpdesk support requests and writing documentation to add to the knowledge base for others to follow.

Client Details

The client is a public sector organisation that is involved with social housing.

Description

• Provide support by remote access, or occasionally in person, to IT users across the organisation working at all levels, including non-executive director support and senior leaders.
• To solve service desk calls for all IT users throughout the organisation in the event of hardware or software problems and faults. Where possible diagnosing and assisting the user in undertaking such tasks as are necessary to correct the problem or fault. Maintaining a log of the problem identified, actions taken and the outcome of such actions.
• Escalate support issues to internal senior team members or to external suppliers when it is appropriate to do so, and ensure all major incidents are escalated to appropriate bodies/parties as necessary.
• Work within and actively promote organisational / professional policies and procedures, such as the "Acceptable Use of IT" policy
• Ensure all equipment in use by staff is safe, secure and its status is properly recorded on the IT Asset Register
• Liaise with hardware maintenance personnel as necessary and act as the point of contact for such personnel and staff throughout the service on IT maintenance enquiries, maintaining a log of status of hardware problems and faults.
• To keep up to date in all technical areas relevant to the job description
• To accurately record information and ensure data quality standards are adhered to.
• To ensure that the asset management regime of the organisation is kept up to date with accurate record keeping
• To undertake any other reasonable tasks allocated by the line manager.

Profile

The successful candidate will have:

• Previous experience in a 1st line support, service desk or helpdesk role providing 1st line support
• Experience providing excellent customer service, with the ability to remain calm and patient while assisting users
• Excellent communication skills
• A strong working knowledge of Microsoft packages and applications
• Experience diagnosing and resolving technical issues - both hardware and software
• An in-depth knowledge of Microsoft Operating Systems from Windows 10 onwards
• A meticulous approach to documenting issues, solutions and customer interactions
• Previous experience of using any helpdesk ticketing system
• The ability to work well under pressure
• Be able to show forward thinking and initiative when undertaking difficult problems and situations

Job Offer

• The client offers fully remote working but there may be a need to visit site on very rare occasions if the need arises.
• Excellent salary - 31,790 per annum
• 25 days annual leave plus bank holidays plus time off between Christmas and New Year
• Generous pension benefits
• A personal development training allowance