1st Line Service Desk Technician
Support Office, Manchester

Job reference: SOM-SOM-007971

Location: Support Office, Manchester

Closing date: 31/05/2022

Salary: Competitive plus Benefits

Department: Support Office

Job Purpose:

To deliver a high quality IT support service to the business. A key part of this role will be managing Service desk incidents and requests in an efficient and customer focussed way, escalating issues accordingly.

Responsibilities include logging incidents, gathering as much information at the first point of contact to triage calls and where appropriate resolve the issue. Keeping tickets regularly updated and excellent communication and customer care skills are of vital importance in this role.

Please note that this role includes shifts that cover our Service Desk between the hours of 0800-1900 Monday - Sunday with one weekend in every 4 weeks.

Key Accountabilities:

●To perform a customer facing role focused on delivering first class customer service
●To utilise troubleshooting techniques to gather information to support diagnosis of technical issues, triage incidents and queries
●Where possible, provide 1st Line resolution to customers
●To work within the Incident Management Process, Service Request, and Major Incident Process
●To escalate any calls that require additional support to resolve, or that may not achieve SLA.
●Escalating high call levels, recurring problems or other issues to line management so that appropriate action can be taken
●Utilise active listening techniques to understand and interpret customer requirements when logging calls, prioritising them against agreed SLAs
●Recording all activity and discussions in the ticket
●To liaise closely with other team members, passing calls through to keeping the customer updated
●Developing strong relationships with customers & Suppliers, to log and escalate calls with third parties where required, ensuring communication back to the customer

Skills and Experience:

●Experience of supporting IT systems including an understanding of hardware, networks, operating systems and servers, software and applications
●Ability to manage, prioritise, coordinate calls effectively and work under pressure
●Experience in carrying out routine configuration/installation and of hardware and software
●Excellent self-management including timekeeping and attendance
●A strong eye for detail and reacts quickly to identify and resolve issues
●Effective in identifying and resolving issues by seeking relevant data and diagnosis of possible causes
●Strong work ethic with a sense of ownership and accountability - working outside of core hours as required
●Excellent interpersonal, communication and influencing skills (written, oral &  presentation) using business-friendly and user-friendly language
●Team player with the ability to operate well and thrive in a team culture

Living Our Values:


I organise fun activities that keep the team engaged and celebrate our achievements


When managing others, I question and challenge in a way that respects others’ input and builds trust


I work hard to raise the bar for service, constantly looking for ways to make things better for guests at every stage of their journey


I take responsibility for my team’s performance and make sure people are motivated and able to achieve targets