1st Line It Support

An exciting opportunity has become available for an experienced First Line Helpdesk Technician for a large manufacturing company based in Barnsley. The ideal person would have a strong interest in IT and enjoy problem solving.

The role entails the logging and diagnosis of issues which can either be resolved or escalated to the appropriate team.

Responsibilities:

• Handle support requests via phone or ticketing system.
• Log, categorise and prioritise tickets accurately and according to urgency.

• Ensure that tickets are responded to in a timely manner.

• Escalate complex problems to the relevant team where required.

• Maintain an accurate record of issues and resolutions.

• Communicate effectively with the end user at each stage of the ticket.

• Setup and configuration of new mobile phones and handheld devices.

• Troubleshooting issues with hardware i.e. printers.

• Provide support for widely used software such as Microsoft Office and other standard applications.

• Provide support for in-house applications and systems across the business.

• Contribute to and update knowledge base documentation for common issues and fixes.

You must have:

• Excellent written and verbal communication skills with the ability to work both independently and part of a team.

• Strong customer service skills with the ability to communicate effectively and professionally with users, both internal and external.

• IT literate with the ability to learn in-house systems.

• Able to explain technical details clearly to non-technical users without using jargon.

• Analysis, research and problem-solving skills.

• Ability to prioritise tasks and manage workload effectively, maintaining accuracy under pressure.

• Due to shift work own transport would be advantageous