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Job Description

Job title: 1st Line IT support
Location: Redditch
Salary: 21k dependant on experience
Hours: Monday to Friday 9am-5pm
Our client requires a 1st Line IT Support to join their team on a full time permanent basis
Day to Day duties will include the following:
Skills and experience
My client is looking for 1st Line IT Technical Support staff to join their team on a full time basis. Due to a mass expansion they are growing their team and are looking for candidates with drive and determination to progress internally with a fast moving company. They offer a friendly working environment and a varied busy role. This is a fantastic opportunity to join a well-established company that are quickly becoming a household name.
The role is ideal for someone who enjoys solving issues and who likes to keep up to date with technological trends.

Day to Day duties will include the following:

* Providing first and second line support on the helpdesk for technical issues. This includes telephone, email, web site and remote assistance to customers with their problems.
* Interact efficiently with the development team for software / fix delivery.
* Diagnose priority/impact of incoming cases. Where the case is not a defect resolve cases promptly for the customer and the user.
* Log helpdesk tickets and escalate as required.
* Update progress of assigned tickets and close when resolved.
* Monitor logged tickets.
* Review all tickets on a daily basis and assist with any issues and / or provide progress updates to customers.
* Troubleshoot technical issues for customers and internal staff using IT procedure flowcharts and initiative.
* Provide guidance and knowledge transfer to others via day-to-day interaction and writing knowledge base articles.


As a person you will need the following:

Key Technical Skills / Knowledge / Experience:
* Interest in key technology developments and standards relevant to web development.
* Excellent Written and verbal communication skills

As a person you will need the following qualities and experience:
Role will involve:
* Driven to learn and succeed.
* Detail orientated.
* Extremely passionate.
* Problem solver.
* Excellent customer service skills.
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