1st/2nd Line Helpdesk Support Engineer

The ideal candidate will be a 1st and 2nd line support analyst working on our Central service desk building processes to streamline and make our systems more efficient. Your role will be to provide 1st and 2nd line technical support to our key clients. To maintain a high degree of customer service ensuring responses are accurate. As an initial point of contact for clients, you will be required to understand their problem, log tickets, attempt first line resolution and keep the client updated throughout, resolving and assisting the senior engineer and Manager where required. Overall responsibility for the progression and effective resolution of all support cases received in accordance with our SLA's and KPI's. Taking ownership of issues and ensuring the customers' expectations are both set, met and exceeded. To qualify for this role you must have some working experience or exposure to the following: Windows Desktop (7,8.1,10,11)

Office Suites, Customer Service