Job Title
IT – 1st Line Support (CS005891)
£22,000 - £25,000 PA
Marlow, Buckinghamshire.
Start Date
  • 42.5 Hours per week : Mon-Fri 8:30am-6pm
Apply for this job

Our client, a leading distributor company, is looking for an IT – 1st Line Support to join their team in Marlow.  You will be responsible for providing front-line primary technical support to end users on various technical issues and problems relating to hardware, software and peripherals.  You will also be responding to, documenting and resolving service tickets in a timely manner according to SLA.

Staff are encouraged to develop their existing skills and acquire new ones that can be used to implement better solutions.  Opportunities exist to develop innovative and interesting solutions to real business problems.

Role Responsibilities:

  • Handling incoming support calls and emails, undertaking any relevant issue investigation, ensuring all key information is accurately captured
  • Ensuring an exceptional level of customer service and satisfaction is met at all customer touch points
  • Performing and undertaking all aspects of technical support services, ensuring the successful resolution of issues
  • The setup and configuration for new and existing staff, including moving and setting up work stations, including wiring where necessary
  • Providing basic training to users
  • Testing the development fixes for support issues
  • Creating and maintaining reports
  • Assisting with installation, maintenance and upgrades
  • Being available for on-call support

Role Measurement:

  • Milestones hit in a given period – with reasons and mitigations employed where milestones required managing
  • Accurate and timely reporting of workload status to a predefined day and time on a weekly basis
  • Metrics from ticket, task management and version control systems
Special Requirements / Additional Information: 

Essential Skills & Experience:

  • Well-developed oral and written communication skills with the ability to communicate confidently with both end users and technical staff
  • Experience of working with Level 1 helpdesk or ticketing systems
  • Well organised with the ability to work proactively in a team in a busy environment
  • A desire to learn new things
  • Troubleshooting Microsoft Office Applications
  • Planning and organisational skills
  • Ability to operate under stressful conditions, with minimal supervision, as well as managing time and priorities effectively

Desirable Skills & Experience:

  • Experience with SQL Server
  • Ability to write SQL queries and data manipulation
  • Experience of working for a bespoke software provider
  • Experience with programming languages (i.e. VBA / .NET)
  • Implementation of software changes to internal and customer environments