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- Tasks: Join our team as a 1st Line Support Technician, providing tech support to customers daily.
- Company: We're a dynamic IT managed services company based in Burgess Hill, Sussex.
- Benefits: Enjoy flexible working options and opportunities for personal and professional growth.
- Why this job: Kickstart your IT career in a supportive environment with a focus on technology and customer satisfaction.
- Qualifications: Passion for tech, experience in service desk roles, and a commitment to learning are essential.
- Other info: Work permit required for non-passport holders; apply through our website.
The predicted salary is between 24000 - 36000 £ per year.
We are looking for 1st Line Support Technicians to join a hard working team in Burgess Hill in Sussex. You will be joining a service operations team as Service Desk Analyst and will work within the End User Computing Team providing software, hardware and network support to multiple customers.
KEY RESPONSIBILITIES
- Providing support from the remote service desk.
- Handling inbound calls, logging new tickets or updating existing tickets as appropriate.
- Completing first-time fixes where possible.
- Taking ownership of incidents, requests and problems and progressing to closure or escalating as required.
- Ensuring all modes of customer contact are responded to – telephone calls, emails and customer portal.
- Providing a good level of service by meeting or exceeding contractual SLAs, KPIs and Customer Satisfaction.
- Using agreed scripts and processes, applying customer knowledge base articles where appropriate to apply high standard delivery of triage and trouble-shooting.
- Closing a targeted number of tickets every day.
- Recording and maintaining knowledge base articles.
The successful candidate will need to demonstrate:
- A passion for technology and a desire to build a career in IT managed services.
- Previous experience within a Service Desk environment delivering remote support to corporate clients.
- Experience with using a service management platform.
- Good Incident/Request management and ticket handling skills.
- Experience of working to SLAs and KPI measures.
- Experience of using/contributing to a Knowledge base.
- Understanding of ITIL is beneficial.
- Commitment to personal and professional development.
This role would suit: 1st Line support, Desktop support, Support Analyst, IT analyst, IT technician.
Please note that if you are NOT a passport holder of the country for the vacancy you might need a work permit. Bank or payment details should not be provided when applying for a job. Eurojobs.com is not responsible for any external website content. All applications should be made via the 'Apply now' button.
1st Line Support Technician employer: Jago Consultants
Contact Detail:
Jago Consultants Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 1st Line Support Technician
✨Tip Number 1
Familiarise yourself with common IT support issues and solutions. Being able to discuss specific examples of how you've resolved similar problems in the past can really impress during interviews.
✨Tip Number 2
Brush up on your knowledge of ITIL principles. Understanding these frameworks will not only help you in the role but also show that you're committed to best practices in IT service management.
✨Tip Number 3
Practice your communication skills, especially for handling inbound calls. Being able to convey technical information clearly and patiently is crucial in a support role.
✨Tip Number 4
Network with current or former employees in similar roles. They can provide insights into the company culture and expectations, which can be invaluable during your application process.
We think you need these skills to ace 1st Line Support Technician
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT support, particularly any roles where you've provided remote assistance. Emphasise your familiarity with service management platforms and your ability to meet SLAs and KPIs.
Craft a Strong Cover Letter: In your cover letter, express your passion for technology and your desire to build a career in IT managed services. Mention specific examples of how you've successfully handled incidents or requests in previous roles.
Showcase Relevant Skills: Clearly outline your skills related to incident/request management and ticket handling. If you have experience with ITIL practices, make sure to mention it as it can set you apart from other candidates.
Proofread Your Application: Before submitting, double-check your application for any spelling or grammatical errors. A polished application reflects your attention to detail, which is crucial for a role in support.
How to prepare for a job interview at Jago Consultants
✨Show Your Passion for Technology
Make sure to express your enthusiasm for technology during the interview. Share examples of how you've engaged with tech in your personal or professional life, as this role requires a genuine interest in IT managed services.
✨Demonstrate Your Service Desk Experience
Be prepared to discuss your previous experience in a service desk environment. Highlight specific instances where you successfully handled tickets, resolved issues, and provided excellent customer service to corporate clients.
✨Familiarise Yourself with ITIL Principles
While understanding ITIL is beneficial, it’s crucial to show that you have a grasp of its principles. Brush up on key concepts and be ready to explain how they apply to incident management and service delivery.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills. Think of examples where you had to troubleshoot an issue or manage a difficult customer interaction, and explain your thought process clearly.
