1st Line Support

Job Description

The RoleTo provide end user 1st line Technical support in accordance with the achievement of all applicable Service Levels and Customer Satisfaction scores.Duties

• Provide technical support to the MTVH business customers via telephone and instant chat, logging all tickets within ServiceNow.
• Provide high levels of customer service and manage expectations on each and every contact, ensuring that our users are satisfied with their experience.
• Take ownership of user Incidents and/or Service Requests, prioritize them based on an impact assessment and if applicable, resolve them within the agreed Service Levels.
• Analyse user Incidents and Requests quickly & effectively to either resolve tickets or triage them onwards to other teams to ensure swift resolution.
• Log, process and escalate more complex tickets to third-party providers, retaining ownership of these tickets and escalate where necessary.
• Provide technical administration in Active Directory and other applications, to support New Starters, Leavers and staff moves.
• Act as the first point of escalation for complaints or chase calls and deal with them in an appropriate manner.

What you need to succeed

• Be able to demonstrate an awareness across infrastructure disciplines, e.g. Office 365, Networking, Servers, Datacentre / storage area networks.
• Basic understanding of configuring Windows PCs and hardware set ups.
• Strong Knowledge of Windows, MS Office, business applications and experience of troubleshooting.
• Calm and resilient and able continue to provide excellent levels of customer service in pressurised and challenging circumstances.
• A team player, working effectively with others in the team and across team boundaries, forming partnerships both within and outside the organisation.

Skills

• Demonstrable customer support experience, preferably in an IT Service Desk and supporting complex large- scale enterprise environments.
• Strong phone contact handling skills and active listening skills.
• An understanding of common IT Service Management Frameworks, i.e. ITIL.
• Experience with the use of ITSM Toolsets (ServiceNow preferred).
• Any exposure to SDI accreditations or similar would be beneficial.
• Any exposure to the Housing sector would be useful, but not essential.
• Microsoft MCP or above

What you need to do nowIf youre interested in this role, take a look at the attached Job Description for more details and if it’s the ideal job for you, click apply now to forward an up-to-date copy of your CV.To meet our commitment to providing safe, high quality services to our customers we will complete a basic background check with the Disclosure and Barring service once an offer of employment is made.Please note :- we do not currently offer visa sponsorship.What’s in it for youOur benefits include:-

• 28 days annual leave plus 8 bank holidays (pro rata for part time) per year
• 2 volunteering days per year for things like helping out in local communities
• An additional ‘Beliefs day’ once a year to have an extra a day off
• Enhanced pension with matched contributions of up to 9%
• Life assurance cover 3 x your salary
• Health cash plan scheme for your everyday healthcare needs which you can add your family members too
• Tenancy deposit – interest free loan to help with rental deposits
• Access to extensive learning and training opportunities with Wisebox platform
• Colleague virtual social platform with our workplace pages where you can keep up to date with the organisational activity and link in with colleagues
• Career progression across the organisation with our mentoring programme and apprenticeships
• We are committed to the wellbeing of our colleagues and support this as an organisation

About usLearn more about our benefits and organisation by viewing our attached documentOur promiseHere at Metropolitan Thames Valley Housing (MTVH) we want to capture the value that difference brings and are committed to promoting equality, diversity and inclusion. We work collaboratively ‘Serving people better every day’ to educate, support and developall of our diverse employees and the communities that we serve.We want every employee and every customer to feel comfortable enough to be their true self and are working tirelessly in the background to create an environment that encourages our employees to challenge non-inclusive behaviours and to be mindful of theirown and other’s wellbeing.Our core values of Dare, Care and Collaborate demonstrate that we are a people focused business, solving social issues by working together!We reserve the right to close this vacancy early if a suitable candidate is found so we do encourage you to complete the application as soon as possible to avoid disappointment.