1st Line Service Desk

1st Line Support - IT Service Desk Agent
LocationCumbria, CA24 - this is a full-time office-based role (no option to work from home)
Hours37 hours per week (full time) ShiftsMonday to Friday on a shift rota between 07:00 - 15:30 or 09:00 - 17:30
Pay£12.00 per hour
Vacancies 4
Contract6 months initially (with a view to going permanent after the contract finishes. This will be dependent on your performance in the role)
Job OverviewWorking as a 1st line service desk advisor - dealing with jobs coming in via a ticketing system. You will be resolving issues and errors and following strict guidelines and procedures.

Key Responsibilities

• Contractual SLA/KPIs to be adhered to
• Capturing relevant information
• Issues/errors have to be addressed based on a ticketing system.
• Systems/networks are down and the following processes to fix them.
• Expected to take 20 calls per agent.

Experience Needed

• Basic IT knowledge
• Customer care/ Customer support
• Office 365
• Windows 10

Team size32 people - a mixture of team leaders and service desk advisors
TrainingWhen you start, you will undergo training, which will be where you observe what a current service desk advisor is doing, understanding the ticketing system.
Onsite facilitiesCanteen, vending machines, break out rooms, free parking.
Please noteThis role requires you to undergo Security Clearance before joining, which can take up to 12 weeks before you start.
Next StageConversation with a recruiter about your experience who will go through an application form with you.

Start DateASAP

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