Job Description

1st/2nd Line Service Desk Support

Location: Birmingham

Pay:  Up to £155 per day

Days: Monday – Friday: Full time

Contract Duration: 12 months

Our Client’s IT Service Desk provides multi-level 1st line support to internal colleagues. This role is to provide on-site support to the Birmingham Customer Resolution Centre, providing 1st line and some 2nd line support to the users based there. This support will be provided over the phone, desk-side, and via e-mail.

Core Responsibilities:

  • Act as the single point of contact for all IT issues for colleagues during core CRC service hours (08:30-17:00 M-F)
  • Recording, managing, co-coordinating and resolving Service Desk Requests and Incidents
  • Keeping users notified and informed of Request and Incident status
  • Consistently meeting agreed Service Desk quality and performance standards
  • Proactively monitoring and maintaining the Service Desk Email and ServiceNow queues
  • To adhere to Service Desk procedures
  • Undertake desk-side support when required to do so
  • Maintaining user accounts (password resets, creating, suspension and deletion of accounts)
  • Provision and recover IT equipment (laptops and mobile phones), maintaining the IT asset register in line with the leavers process
  • Contribute to IT projects as a defined project resource when required to do so
  • Keep an inventory of spare equipment stored at Birmingham and liaise with Leavesden team to ensure that adequate stock levels are maintained
  • Server room checks
  • Meet the agreed performance target for calls answered
  • Meet the performance targets for tickets logged and closed

Essential Requirements:

  • Previous experience of working in a 1st and/or 2nd line IT support environment
  • Ability to work well independently and be trusted to self-manage
  • Customer service/customer facing experience required
  • Understanding of network architecture
  • Understanding of Microsoft Operating Systems
  • Understanding of PC’s
  • Understanding of Outlook and email
  • Understanding of Word and Excel
  • Good awareness of computer technology