1st Line IT Support
Support Office, Manchester

Job reference: SOM-SOM-05182

Location: Support Office, Manchester

Salary: Competitive plus Benefits

Department: Support Office

This is a great time to join ODEON's IT department as not only have we just moved to a brand new office on First Street in Manchester City Centre boasting an auditorium, Winter Gardens and PS4/Xbox One,  We are also moving forward into the future with our IT and User Systems over the next year.! 

This role will sit within our Service Desk playing a key role in the smooth running of ODEON's Business User experience!

The role?

  • This is a customer facing role focused on delivering first-class customer service
  • You will 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
  • Developing strong relationships with customers & Suppliers, to log and escalate calls with third parties where required, ensuring communication back to the customer

What does it take?

  • Experience of supporting IT systems including an understanding of hardware, networks, operating systems and servers, software and applications
  • Experience in carrying out routine configuration/installation and of hardware and software
  • Excellent self-management including timekeeping and attendance
  • 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 if required
  • Excellent interpersonal, communication and influencing skills (written, oral & presentation) using business-friendly and user-friendly language

Whats on Offer?

  • Filmcard – Entitling you to free films & 48 tickets/year for Friends & Family
  • Holidays – 33 Days (Bank Holidays Inclusive)
  • Bonus – Yearly Performance Bonus and Pay Reviews
  • Plus much more!


The closing date for this job has now passed.