1st Line Technical Support Agent
  £17300 (plus on call allowance of up-to £200 a month, once fully trained)
  Rochester, Kent
  permanent,full-time

This Job Has Expired! This advert has now been deleted by the advertiser, the details below are for information only.


Job Information

Job title: 1st Line Technical Support

Reports to: Service Desk Manager
Job Location: Rochester

Department: Support

Hours:40 hours per week – working within a 5 day on and 2 day off shift pattern between 7am and 7pm. At present this is Monday to Friday however this may change in the future to Saturday and Sunday.


PART 2
OVERALL JOB PURPOSE

Adding strength to our highly capable support operation.

Acting as first level point of call for all incoming support from our existing client base via telephone, email, web and recording these events into our support database.

Managing Service Level Agreements and customer expectations during the progression of all calls assigned to Advisor.


PART 3
PRINCIPAL ACTIVITIES

• Logging calls in support database and assigning a priority level and service level agreement and managing customer expectation on time of resolution

• Problem solving support issues using own knowledge and support libraries

• Escalating calls to higher level of support organisation if answer is unknown or SLA is in danger of breach

• Arranging engineers to attend site with correct documentation

• Assist in carrying out Risk Assessments and Method Statements where needed

• Carry out quality testing of new software releases, following development guidelines.

• Participating in handover meetings from installation teams following installation of new systems

• Where required visit customer sites to resolve support calls and assist in Go Live days for new systems

• Identity card printing (Ucard card bureau service) and manage customer expectations

PART 4
ESSENTIAL EDUCATION/ SKILLS REQUIRED

Essential skills

• A working knowledge of Microsoft desktop operating systems
• A good working knowledge of Microsoft desktop applications (Word, Outlook, Excel)
• Ability to monitor, control and undertake a variety of tasks simultaneously;
• Ability to work unsupervised and prioritise work – self-motivated;
• Attention to detail;
• Good written and spoken communication skills;
• Good inter-personal skills;
• To contribute to department planning as and when required;

Desirable skills

• Knowledge of retail or hospitality industry requirements, and other services and products.
• Epos experience
• Knowledge of Computer and Networking technologies.
• Formal IT qualifications (GCSE or A-Level Information Technology)
• Any Microsoft certifications
• Any database or SQL experience
• Any experience of remote support products, VNC, remote desktop etc.


This Job Description describes key areas of the post but is not exhaustive. The Job Description is subject to review and amendment in line with the needs of the business.
Due to the nature of our business and customers, we carry out vetting and any un-spent criminal records must be declared.


Advertiser: Direct Employer

Reference: 1ST_2019

Posted on: 2019-09-10 11:59:40

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Rochester, Kent

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1st Line Technical Support Agent
  £17300 (plus on call allowance of up-to £200 a month, once fully trained)
  Rochester, Kent
  permanent,full-time

This Job Has Expired! This advert has now been deleted by the advertiser, the details below are for information only.


Job Information

Job title: 1st Line Technical Support

Reports to: Service Desk Manager
Job Location: Rochester

Department: Support

Hours:40 hours per week – working within a 5 day on and 2 day off shift pattern between 7am and 7pm. At present this is Monday to Friday however this may change in the future to Saturday and Sunday.


PART 2
OVERALL JOB PURPOSE

Adding strength to our highly capable support operation.

Acting as first level point of call for all incoming support from our existing client base via telephone, email, web and recording these events into our support database.

Managing Service Level Agreements and customer expectations during the progression of all calls assigned to Advisor.


PART 3
PRINCIPAL ACTIVITIES

• Logging calls in support database and assigning a priority level and service level agreement and managing customer expectation on time of resolution

• Problem solving support issues using own knowledge and support libraries

• Escalating calls to higher level of support organisation if answer is unknown or SLA is in danger of breach

• Arranging engineers to attend site with correct documentation

• Assist in carrying out Risk Assessments and Method Statements where needed

• Carry out quality testing of new software releases, following development guidelines.

• Participating in handover meetings from installation teams following installation of new systems

• Where required visit customer sites to resolve support calls and assist in Go Live days for new systems

• Identity card printing (Ucard card bureau service) and manage customer expectations

PART 4
ESSENTIAL EDUCATION/ SKILLS REQUIRED

Essential skills

• A working knowledge of Microsoft desktop operating systems
• A good working knowledge of Microsoft desktop applications (Word, Outlook, Excel)
• Ability to monitor, control and undertake a variety of tasks simultaneously;
• Ability to work unsupervised and prioritise work – self-motivated;
• Attention to detail;
• Good written and spoken communication skills;
• Good inter-personal skills;
• To contribute to department planning as and when required;

Desirable skills

• Knowledge of retail or hospitality industry requirements, and other services and products.
• Epos experience
• Knowledge of Computer and Networking technologies.
• Formal IT qualifications (GCSE or A-Level Information Technology)
• Any Microsoft certifications
• Any database or SQL experience
• Any experience of remote support products, VNC, remote desktop etc.


This Job Description describes key areas of the post but is not exhaustive. The Job Description is subject to review and amendment in line with the needs of the business.
Due to the nature of our business and customers, we carry out vetting and any un-spent criminal records must be declared.


Advertiser: Direct Employer

Reference: 1ST_2019

Posted on: 2019-09-10 11:59:40

I want to receive the latest job alerts for:

jobs in Rochester, Kent

By creating a job alert, you agree to our Terms . You can change your consent settings at any time by unsubscribing or as detailed in our terms.

Similar Jobs:

Residential Support Officer

  North Kent College

  £25,686 per annum

  Hadlow, Tonbridge and Malling, Kent

Electrical and Instrumentation Supervisor

  KHR - Recruitment Specialists

  Benefits

  Snodland, Kent

Test and Repair Technician

  New Appointments Group

  Negotiable

  Thanet, Kent

Infrastructure Support Engineer

  Hays Specialist Recruitment

  £50000.0 - £55000.0 per annum + 50,000 - 55,000 per annum + bonus

  Brighton and Hove, Sussex

Semi Senior/AAT Qualified Accountant

  Goldhawk Associates Ltd

  £30,000-£35,000

  Tunbridge Wells, Kent

Business Admin Support

  QinetiQ

  £25,000 - 27,000

  Ashford, Kent

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