1st Line Support Engineer

1 st Line Engineer We are looking for a 1 st Line Engineer supports our internal users, handling incidents and requests received via telephone, email and ITSM Incident/Request logging. As the primary point of contact they are to provide a high standard of customer service, utilising excellent communication skills, with a view to diagnosing faults and completing requests (first time, wherever possible) within SLAs. As part of the IT Team, the 1 st Line Engineer will contribute towards the team mission of providing outstanding technical support in a timely and efficient manner, whilst maintaining the highest levels of customer service. KEY DUTIES & RESPONSIBILITIES:
• Provide an effective, professional response to reported incidents and requests
• Ensure that incidents and requests are responded to within SLA
• Set clear expectations of resolution timescales, detailing next steps and timelines
• Restore service to customers as quickly as possible
• Ensure excellent standards of communication with the customer, adhering to KCI principles
• Maintain accurate Incident notes, using appropriate templates
• Be familiar with and use processes and tools as mandated
• Where appropriate provide general advice and guidance to customers
• Where required, escalate incidents and requests to appropriate internal or external parties, managing/working with them through to resolution
• Advocate the highest possible standards of customer service
• Support departmental and team objectives and contribute to improvement initiatives
• Maximise personal KPIs and Call and Case quality assessment results
• Contribute to team knowledge, submitting articles and highlighting missing/incomplete areas
• Maintain relationships with interfacing teams using a collaborative approach to problem solving ACM Resourcing Services is acting as an Employment Agency in relation to this vacancy. ACM Resourcing are a leading Mac IT recruitment company work on various positions in the market please do not hesitate to get in touch with me for a confidential chat about how we can secure your next position. This job was originally posted as www.totaljobs.com/job/93630086

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