First Line Support

Job Advertisement: First Line Support

Location: Chester (Onsite)Contract Length: 12 Months (Potential for extension)Working Pattern: Full Time

Are you ready to kickstart your career in IT within the dynamic Banking & Financial Services industry? Our client is seeking a dedicated First Line Support professional to join their 24/7 Global Service Desk. This is an exciting opportunity to provide exceptional support to internal employees and enhance your technical skills in a fast-paced environment.

Key Responsibilities:

• Deliver first line support via voice and chat channels to internal employees, ensuring top-notch client care.
• Troubleshoot basic issues related to Microsoft applications, including the MS Office suite, Office 365, SharePoint, and Skype.
• Manage multiple live chats concurrently while maintaining focus on operations and quality metrics.
• Document tickets clearly for the second line teams to facilitate effective resolution of issues.
• Collaborate with regional and international partners to deliver best-in-class service.
• Participate in in-house technical training and receive real-time support from peers and subject matter experts.

What We're Looking For:

• Customer Care Skills: A strong commitment to client care with excellent communication and written skills.
• Technical Proficiency: Familiarity with hardware support for Windows 10/11 and network solutions such as Citrix, VPN, and Cisco AnyConnect.
• organisational Skills: Ability to prioritise tasks effectively and manage multiple responsibilities simultaneously.
• Team Player: A collaborative spirit with the ability to build relationships across global teams.
• Performance-Driven: Demonstrated ability to meet or exceed performance targets related to customer service and chat handling.

Qualifications:

• Experience in a technology call centre or customer service environment is preferred.
• Knowledge of ITSM Remedy is a plus but not essential.
• Eagerness to expand your skills and knowledge within the IT field.

This position offers a hybrid working model, allowing the successful candidate to work onsite for four days and one day from home, provided individual service levels and performance metrics are met post-training.

If you are ready to take on this challenge and grow your career in IT support, we encourage you to apply! Join our client's team and become part of a dynamic organisation that values client care and teamwork.

We use generative AI tools to support our candidate screening process. This helps us ensure a fair, consistent, and efficient experience for all applicants. Rest assured, all final decisions are made by our hiring team, and your application will be reviewed with care and attention.

Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.