1st Line Support Agent

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1st Line Support Agent

JOB PROFILE

 

Nature & Scope

Reporting to the Helpdesk Team Leader, to be the 1st point of technical resource for clients with a principal responsibility of ensuring solutions to escalated client issues are achieved within SLAs and providing a sustainable resolution.

 

Principle Accountabilities

To work within the helpdesk team within ConvergeTS and with effective capture and interpretation of client issues.

  • Ensure delivery of any activity to the highest professional standards.
  • Ensure resolutions are achieved within SLAs.
  • Ensure a good relationship between the client and ConvergeTS
  • Ensure issues are escalated within the helpdesk team, escalating when required to 2nd / 3rd line, in time for SLAs to be met.
  • Ensure that effective change control methodologies are operated with clients
  • Agree with clients priority ranking of recorded support incidents
  • Assist in maintaining client satisfaction within the helpdesk team.
  • Ensure the achievement of targeted KPIs
  • Ensure the capture of all support incidents logged by clients or monitoring alerts.
  • Ensure all backup checks are performed on a daily basis and issues are escalated.
  • Ensure that the third party applications are installed and run effectively and efficiently across all customer platforms – On-premise and hosted
  • Keep abreast of market / technology developments to ensure the firm is planning to use the most effective methodology to support its business objectives
  • Ensure that the Knowledge base is updated with any problem / solutions found.
  • Ensure that the Helpdesk Processes are followed.
  • Ensure call lists and customer communication is maintained.
  • Responsible contact with relevant authorities for Information Security and the responsibility for Confidentiality, Integrity, and Availability for ISO27001 for 1st Line Support Agent service provision

 

CANDIDATE PROFILE

 

Background Experience

  • 1+ years supporting a multi-site network environments to include LAN, WAN, VPN, Citrix, Microsoft, SAN, DR Systems.
  • Ideally supported a hosted environment with experience of datacentres
  • Ideally previous experience of working for an IT service provider in a professional services environment.

 

Qualification

  • Degree level. Experience can override this.

 

Communication Skill

  • Good and effective client interface skills. Able to command respect on arrival
  • Excellent communication skills and a professional telephone manner are essential
  • Sufficient written skills to prepare documentation and contribute to knowledgebase.
  • Able to work with people at all levels. Useful to have presentation skills.
  • Ability to collaborate well with the rest of the company resources team and able to gain support and co-operation from non line managed staff

 

Intellectual Skill

  • Ability to analyse complexity and priority ranking of an issue against SLAs.
  • Needs the skills inherent to the job/qualifications
  • Able to undertake technical analysis, assimilate to ConvergeTS alternative solutions and communicate solutions.
  • Able to be proactive in identifying developing market place solutions for the benefit of the company

 

Management Skill

  • Achieving performance against SLAs.
  • Effectively manage time across multiple objectives
  • Ability to adapt quickly and to demonstrate a flexible approach

 

Aspiration/Motivation

  • Achievement of objectives and tasks
  • Self-Motivated
  • Pleasure in delivery of expectations for clients and own company
  • Expectation within 12 months in the role with increasing seniority and technical challenge.
  • Motivation from developing the technical infrastructure of the firm and maintaining and enhancing own IT knowledge

 

Emotional Factors

  • Ability to commit to the role and work until the job is complete. This can involve evenings, early mornings and weekend work.
  • Ability to handle stress and pressure from interface with end users, third parties and other staff members
  • Able to travel to firm’s locations and potentially others sometimes at short notice and potential overnight stays

 

Please fill in the form below to apply.

 

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