1st Line Technical Support

As a 1st Line IT Technician, you will assist the Team Leader to: - Develop a trusted service desk that the business can be proud of - Maintain a high-performing Service Desk and represent the IT Department with pride - Coordinate, allocate, and oversee the daily duties of 1st Line team members, which include JML/Incident/Change management and Reporting - Distribute and assign support tickets to the team, ensuring response SLAs are met, and provide daily, weekly, and monthly metrics and KPIs for evaluation and improvement - Ensure that necessary processes are in place, adhered to, and fit for purpose, while keeping records of weekly/monthly operations to track customer needs and services provided - Support the team in the induction and onboarding of new starters and handle escalations from end users relating to active tickets/requests - Provide IT support as part of a small Service Desk team dealing with support phone calls and requests for IT assistance - Maintain a high degree of customer service, take ownership of user problems, and follow up on the status of issues while communicating progress in a timely manner - Actively identify improvement opportunities and communicate these to the Service Desk Team Leader - Assist with assigned projects and tasks - Serve as the ‘go-to’ individual for support/escalations on tickets from colleagues and deputize when the Service Desk Team Leader is absent