The 1^st Level IT Support will provide 1^st line (helpdesk) technical support to internal customers, assisting them with hardware and software problems via phone, email or onsite.

The 1^st Level IT Support will have the following main duties and responsibilities:

• Providing technical support; answering support queries either onsite or via phone or email.
• Maintaining a high degree of customer service for all support queries and adhere to all service management principles.
• Taking ownership of user problems and be proactive when dealing with user issues.
• Logging all calls on the call logging system and maintain full documentation.
• Responding to enquiries from clients and help them resolve any hardware or software problems.
• Maintaining a log of any software or hardware problems detected.
• Providing support to users in the use of computer equipment by providing necessary training and advice.
• Allocating more complex service issues to the relevant IT Support Member.
• Arranging for external technical support where problems cannot be resolved in-house.
• Ensuring that all SLA’s are met.
• Maintaining an inventory of computer assets with the aim to have continual stock available (within reason).

Experience and Qualifications:

• Relevant 1st line or helpdesk support experience is essential.
• Strong knowledge of Microsoft based operating systems with an emphasis on Windows desktop technologies, including Windows 7 / 10, is essential.
• Experience using and troubleshooting Microsoft Office, including Microsoft Word, Excel and PowerPoint, is required.
• Experience with using and troubleshooting Outlook within a network environment, including permissions, calendar sharing, and delegation, is essential.
• Basic understanding of PC hardware set-up and configuration is essential.
• MCP certification would be beneficial, but is not essential.