3rd Line Help Desk Support 1612 views3 applications

• Ensure incidents and service requests are logged and managed in line with all firm policy and procedures.

• Contribute to a decline in Incidents through root cause analysis and Problem reviews

• Manage escalations from 1st line and 2nd line incidents ensuring detail is captured and updated through the lifecycle.

• Investigate technical issues; provide solutions or workarounds to ensure minimal impact and SLA’s are met

• Escalating major incidents quickly and efficiently to the IT Consultant

• Maintenance of IT systems, such as user permissions and account creations.

• Configure and install hardware, including PC’s, Laptops, Thin Clients, Tablets, Mobile Phones etc

• Provide advice and guidance in relation to all IT systems.

• Manage communications between 1st and 2nd line teams with regard to known problems.

• Communicate service outages and changes to the business effectively

More Information

  • Salary £25,000 - £32,000 per annum
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