Job Title
1st Line Support Technician
Contract Type
Permanent Full-Time
Salary
Up to £28,000
Benefits
Private Medical, Pension, 25 days annual leave, Gym Membership, Cycle to Work Scheme, Employee Assistance Programme
Location
Onsite
Working Hours
Shift pattern between 0800 and 1745
Role Responsibilities
- Diagnose and resolve a variety of IT problems across an extensive range of technologies within our service level agreements
- Raise, update, and resolve case records using the IT Helpdesk system with detail and accuracy
- Be proactive with case follow‑ups and ensuring customer satisfaction according to our KPIs
- Achieve individual KPIs and contribute to the success of the department
- Answer telephone calls from customers with technical problems and queries
- Attend customer premises when required, troubleshooting hardware problems in PCs or laptops such as RAM, motherboards, or hard drive failures
- Create, administer, and disable Active Directory objects
- Perform administrative tasks within phone systems, including creating extensions, call groups, and voicemail changes
- Perform software updates and installations on end users’ workstations and servers
- Raise cases from emails received by the department and from the proactive monitoring system
- Escalate incidents to senior support team members or external suppliers when required
- Create and update Knowledge Base Articles to share knowledge between team members and the wider organisation
- Take an active part in the development of the department by suggesting improvements to working procedures in line with our ISO accreditations
Skills, Knowledge & Experience
- Proven experience working within a customer service based role
- Excellent verbal communication skills with the ability to communicate effectively with technical and non‑technical customers
- Organisation and time management skills
- Problem solving and capable of gathering relevant data and identifying potential improvements and alternatives in a logical manner
- Highly motivated, manage own workload and meet deadlines while working under pressure in a fast‑paced, dynamic environment
Legal Notice
To be considered for this position, you must have full rights to work in the UK.
Equal Opportunities
Acora is an equal opportunity employer, committed to providing equal opportunities regardless of race or ethnic origin, gender identity, family situation, sexual orientation, disability, religion or age. We hire our people on the basis of qualifications, merit, skills, and business need. We are a Level 1 Disability Confident Committed Employer and will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive equitable benefits and all privileges of employment. Please contact us to request any reasonable adjustments.
#J-18808-Ljbffr…