Description
First Line Support/Floor Walk, Dublin - 3 rolling Month Contract
My client is a top global company who are currently looking to recruit a First Line Support/Floor Walk to work on a sales floor environment.
The key experience and knowledge of the First Line Support/Floor Walk include:
- Password reset
- Checking SML (Starter, Mover, Leaver)
- p/w on Cisco
- Software install/admin rights to remote on
- Airwatch set up (mobile phone deployment) + iPad set up - majority of the work
- Lync/O365 basic troubleshooting
- Local printer installation (eg home printers)
- Office/App support
- Pushing software via SCCM
- AD group permissions
- Email Distribution Groups (passing onto 3rd party)
- Creating/assigning tickets in ServiceNow
- AV checks and meeting room assistance
- Answering calls
The key responsibilities for the First Line Support/Floor Walk include:
- Effective and timely diagnosis and resolution of single user incidents.
- Monitoring of inbound work sources to ensure all incidents are progressed and updated with full call history and current status.
- Ensure that productivity objectives are achieved in line with the published Service Centre Engineer Measures/Targets and Standards
- Support the Take-on and adoption of new toolsets ensuring that new processes are adhered to.
- Contribute towards the Service Centre Continuous Service Improvement and LEAN activities to reduce call volumes and resolve recurring issues at root cause.
- Affective handling of customer chasers/escalations ensuring customers expectations are managed throughout.
- Identifying and act upon opportunities to increase First Contact Resolution and overall technical understanding within the Service Centre
- Champion end user issues within GIS and collaborate with technical support partners where necessary
This is a contract role for a First Line Support/Floor Walk working for a top company on a global scale. To apply to the First Line Support/Floor Walk Role please send a CV or call to discuss.