IT First Line Support

SUMMARY

The First Line Support role is to provide high levels of internal and external first line technical support on all aspects relating to Insights information technology systems.  In this position superior customer service skills are equally as important as technical knowledge.  It requires taking ownership of the customer?s problems while contributing to the overall team goals and objectives.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.  Other duties may be assigned.

? Diagnosing problems and initiating remedial actions

? Highlight, escalate and/or resolve issues when appropriate

? Accurately log and document all problems dealt with, recording actions taken in resolving the problem while ensuring processes/procedures are followed

? Ensure effective communication to both users and colleagues at all levels within the organization

? Seek greater personal technical understanding of the customers systems and improve operational awareness to deliver improved customer service

? Liaison with IT Team to ensure prompt resolution of problems

? Ensure all relevant information is distributed amongst the respective teams involved

? Support overall operational support systems including telephones, printers, Breeze conference systems, etc.

? Capable of explaining technical matters to those who may have varying levels of IT knowledge

? Maintain Safe Harbor compliance

? Proactive team worker

 







EDUCATION and/or EXPERIENCE

? College degree with an IT foundation or equivalent experience

? Experience working within a customer service environment

? Excellent communication skills

? Strong working knowledge of PC hardware and software, and an interest in further development

? Excellent knowledge of Microsoft Windows and Office applications

? Microsoft Certified Professional (MCP) in Windows XP desirable

 

OTHER SKILLS/ABILITIES

? Effective listening

? Confident communicator

? Flexible, proactive, responsible self starter

? Able to see projects through to completion

? Attention to detail

? Work calmly under pressure

? Willing to learn

? Professional appearance

? Strong problem solving skills

? Ability to prioritize work

? Effective personal organizational skills

? Customer focused attitude

? Take ownership of customer problems

? Desire to progress within the company