Your new role

• Handle Incoming Requests: Log, track, and resolve incidents and service requests from end users via telephone, portal, email, and walk-ins.
• Immediate Action: Identify and take corrective action to resolve or contain issues directly. Use technical and problem-solving skills to address 70-80% of incoming calls.
• Record Keeping: Accurately record call details in the IT Service Management tool, ensuring customer information is up-to-date.
• Issue Monitoring: Monitor and escalate issues based on their severity.
• Troubleshooting: Utilise diagnostic tools, FAQs, and knowledge bases to troubleshoot problems.
• Team Coordination: Assign 3rd line issues to the appropriate team for faster resolution.
• Knowledge Base Contribution: Recommend information to be included in the knowledge base.
• Provide Guidance: Offer general advice, contact points, and guidance on available IT services.
• Team Collaboration: Work with other team members on a rotating basis to ensure continuous coverage during operational hours.

What you'll need to succeed

• Previous experience with 1st and 2nd line support (ServiceNow, Azure, ITIL, Windows/Microsoft,
• Ability to commute to their Watford office 5 days a week

What you'll get in return

• An initial 1-month contract (potential to extend, grow or made perm)
• £180 Per day rate inside IR35 (via Umbrella)

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.

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