1st Line Support (Chippenham) Job in Chippenham, South West UK

1st Line Support Engineer (Chippenham)
Permanent Position
Job Ref: 6334
Location: Methuen Park, Chippenham
Security Clearance: SC, NPPV
Start date: ASAP
Salary: £19000 basic salary
Hours: 37.5 per week, Mon - Fri 8am-4pm or 10am-6pm.
On Call: No

This job is positioned within the Central Services area of the business which provides the full range of service and support activities across the customers supported by this business unit. The Service Desk provides the First and Second line support before escalating to the operation and network teams. This support can include phone based, remote access support or face to face desktop support. Alongside the daily support requirements there is some involvement within internal project work.

Job purpose includes:
• To provide 1st line call management to the IT department as part of the Service Desk.
• Apply troubleshooting skills to resolve user queries and problems within the scope of the job function.
• To ensure that the department meets and where possible exceeds its Service Desk SLAs.

Here are the following responsibilities:
•Receive and respond to incoming telephone calls from internal staff in the context of an IT Service facility using defined procedures.
• Log, monitor and manage incidents on the incident management system (RMS or equivalent) in accordance with documented Company procedures.
• Log incidents for the Application support Unit (ASU) non Internal IT e.g. Ax09, SharePoint and ChangePoint.
• Ensure that customer Service Level Agreements and key performance targets are met or exceeded within the job scope and responsibility.
• Ensure that appropriate customer care techniques are always employed.
• Produce operational statistics, as defined.
• Monitor completion of daily checks and escalate when required.
• Report and log calls to 3rd party support for Printer and PC faults.

Experience and skills that we require………………..
The essential experience includes Windows, Adobe, Office, Active Directory password resets, Citrix, RSA setting, outlook experience, Xenap session and call logging. We are also looking for someone with bomgar password resets and token resets experience. If you have this experience and you are looking for more structure and progression in your work please send your CV details for an immediate response to mike.marsden@omnirms.com