1st Line Helpdesk Support Engineer Job Description


Job Overview
To provide 1st line (helpdesk) technical support to external customers, assisting them with hardware and software problems via phone, email or onsite.

Duties and Responsibilities
- To provide technical support; answering support queries either onsite or via phone or email
- To maintain a high degree of customer service for all support queries and adhere to all service management principles
- To take ownership of user problems and be proactive when dealing with user issues
- To log all calls on the call logging system and maintain full documentation
- Respond to enquiries from clients and help them resolve any hardware or software problems
- Maintain a log of any software or hardware problems detected
- Support users in the use of Computer equipment by providing necessary training and advice
- To allocate more complex service issues to the relevant IT Support member
- To arrange for external technical support where problems cannot be resolved in house

Skills / Attributes Required
- Relevant 1st line / Helpdesk support experience
- Strong knowledge of Microsoft based operating systems with emphasis on Windows desktop technologies (XP / Vista / Windows 7)
- Experience using and troubleshooting Microsoft Office (MS Word, Excel and PowerPoint)
- Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, and delegation)
- Basic understanding of PC hardware set-up and configuration
- Excellent telephone manner and face to face communication skills
- MCP certification would be beneficial, but is not essential

Alternative Job Titles: Helpdesk Support Assistant / Service Desk Analyst

Typical Salary Range: £18,000 to £22,000

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