First Line IT Support

Job Description

First Line IT SupportWe are looking for a First Line Service Agent to join our Service Desk Team.First Line IT Support Responsibilities:• Deliver a professional first line IT support to our customers. To effectively triage, route and resolve where possible IT service requests and incidents.• Maintain accurate and detailed logging of issues into the Service Desk tool, with regular and timely updates to keep open issues relevant.• Escalate unresolved issues to relevant teams or management to ensure issues are resolved in a timely manner.• Maintain a high degree of customer service for all queries and adhere to ITIL Service Management principles.• Promote the use of latest tools and technologies in line with the IT Road Map, in keeping with best practice and regulatory requirements.• Maintain accurate Asset Management records to ensure that all RNIB assets are tracked from purchase to retirement.• Administration of user accounts across all systems in keeping with IT policies, processes and procedures.• Contribute to the production and updating of documentation in the Operations Manual to ensure an up-to-date and fit for purpose knowledge management repository is stored.• Any other reasonable duties commensurate with the post as agreed with the Service Desk Lead.First Line IT Support Requirements:• Experience of providing first line support to a similar sized organisation with customers located across multiple sites and home based.• Experience of executing a joiners, changes and leavers process to ensure that customers system access, permissions, and details are correct across many business systems including Active Directory, CRM, ECommerce and ERP.• Ability to provide excellent customer service over the phone and in person, developing working relationships with customers and making them feel valued.• Experience of using and troubleshooting the latest Microsoft offerings in operating systems and office applications including Office 365 and Windows 10.• An understanding of IT networking technologies.• Ability to accurately and succinctly document the customers issue into a Service Desk issue. Able to gather relevant so that the resolver group can resolve the issue.• Understanding of the difference is between a Service Request, Incident, Change and Problem. Being able to accurately categorise service issues.• Comfortable with giving advice to customers over the phone and in person about technical matters.• Ability to develop effective and supportive relationships with colleagues.• Maintain high levels of communication across the team, using the tools available to them to ensure a consistent message for customers.• Planning and Organisational skills• Ability to organise own workload, prioritising work to return maximum efficiency and customer satisfaction.About RNIB Royal National Institute of Blind People:We’re the Royal National Institute of Blind People (RNIB) and we’re here for everyone affected by sight loss. Working for us means working for one of the UK’s biggest charities, supporting almost two million people living with sight loss in the UK.RNIB is committed to being led by our customers (blind and partially sighted people), and one of the ways we do this is through active involvement and engagement in many of our work activities, including the recruitment of new members of staff.Please be aware that blind and partially sighted volunteers may be involved in the recruitment and selection process for this vacancy; including reviewing job applications and CV’s, shortlisting and interviews and selection tests.RNIB is committed to being an Equal Opportunities organisation and we welcome applications from people with sight loss.Location: PeterboroughJob type: Full Time, Permanent, 36 hours per weekSalary: £19,001 to £20,901 per annumBenefits: In exchange we offer a competitive salary, a stimulating and supportive working environment and a benefits package including: 26 days holiday per year (plus bank holidays), which increase with service. Excellent pension schemes.You may have experience of the following: 1st Line Support, First Line Support, IT Service Desk Analyst, Technical Support Analyst, System Support Analyst, IT Support, Technical Support, Support Analyst, Network Support, Helpdesk Analyst, Desktop Support, Help Desk, IT Support Technician, Active Directory, Office 365, etc.Ref: 93573