Description
Spectrum IT's Fareham/Portsmouth based client are keen to recruit Contract IT 1st Line Analysts to join their busy and thriving IT Service Desk team. If you have excellent communication skills; previous IT support experience and love to provide a high level of customer service this could be the role for you!
This is an initial 6 month contract role via Umbrella/inside IR35 with strong potential to extend further into 2023.
As a member of the Contract IT 1st Line Support team you will be the primary point of contact for the UK retail stores running technology and systems for processing store transactions at Point of Sale, internal CRM systems and other customer engaging digital experiences (Digital Signage, Social, Interactive Apps). For this reason, candidates for this role will have both previous IT Support experience and experience delivering excellent IT Customer service inline company SLA's.
Please note this is a 5 day per week shift based role with hours between 8am-4pm, 9am-5pm and 10am-6pm. (Candidates will work approx. 1 weekend day every 3 weeks at part of the team rota.) This is also a hybrid office-based role in the Portsmouth area, candidates must be within commuting distance and be happy to work on site 3 days per week.
Key Roles & Responsibilities
- To be the first point of contact for IT support queries & issues to UK stores
- To deliver an exceptional level of customer service via phone and email and provide 1st time resolutions for customer issues where possible.
- Provide technical troubleshooting support for desktop software and hardware technologies.
- Proactive monitoring of retail systems and Servers.
- Daily systems monitoring and administrative operational processes.
- Escalating support tickets through Service NOW to the 2nd Line team and working directly with third party suppliers.
- Installation and configuration of hardware and software for in-store installations (occasional requirement).
- Excellent verbal and written communication skills will be paramount
Knowledge, Skills & Experience:
- Previous experience in an IT support role at 1st line level
- Excellent communication skills
- Take pride in providing a high level of customer service
- Active Directory
- Windows 7-10
- Office 365
- Knowledge of Microsoft Operating Systems and Servers and Office packages
- Possess network infrastructure knowledge such as WiFi networks (beneficial)
- Experience of managing iOS devices/mobile devices (beneficial)
- Experience of SQL databases (or similar enterprise databases).
- Ability to schedule own workload prioritising to meet the business needs
- Capable of working on own initiative, with a proactive and organised approach
For more information, please apply with an updated CV.