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1st Line Technical Support job in Hammersmith

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Job Ref:  204680560
Employer:  cv-library.co.uk
Job Type:  Permanent
Country:  United Kingdom
County/State:  London
City:  Hammersmith
Salary:  £28000 - £30000/annum Amazing Benefits Package
18/10/2016 16:02

£28k, plus bonus potential of £2,000

Working within the Helpdesk/ Technical Support team, this is a 'hands on' 1st Line Technical Support role for a motivated and professional 1st Line TechnicalSupport / Helpdesk and customer focused individual. Based in London, reporting into the Service Desk Manager, this Helpdesk / Technical Support role demands a highly focused and committed work ethic, which supports the department by assisting with a variety of web conferencing and UC support related incidents and queries such as Adobe, Vidyo and Microsoft Lync.

It is essential that you have 1st Line Technical Support experience supporting external customers and clients NOT internal staff members or people within your company or business.

For the successful 1st Line Technical Support Manager / Helpdesk Support my client offers a fantastic package including 24 days holiday, increasing to 26 days with service, Contributory Pension, Private Healthcare, Dental Care and lots of development and growth opportunities. This client is all about the employee and how to keep their teams motivated and focused at all times. The company organizes three large company events during the year and there are always activities and social events happening throughout the year.


Provide high level customer support at 1st line level to internal and external service users
Technical support on our collaboration products and services: Audio, Web, UC and Video services. (Examples: Web: Anywhere, WebEx, Adobe, UC : MS Lync, Audio: Avaya and our proprietary platforms, Video : Bluejeans and Vidyo).
Ensure effective Incident Management in line with our defined SLA commitments
Manage our suppliers to ensure incident resolution in line with set SLAs
Support our employees with IT / IS requirements

To provide excellent 1st line Technical Support for all the services we support, including but not limited to our Audio, Web, Vidyo, Plug Ins and UC tools.
To troubleshoot incident with the clients and to do the utmost to provide first point resolution.
To manage the escalation process for incidents within the department, ensuring all relevant information is captured and be responsible for escalation to 2nd level support (Service Operations Team).
To be confident in supporting the full range of our products, including but not limited to Audio, Web, Add on's, Vidyo and UC tools.
Must know and understand all common audio, web, video and UC issues and be able to answer any questions concerning them
For a more detailed job description please contact Natalie Vettese at Attivo Recruitment
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