1st Line IT Support Job Description

1st Line IT Support Job Description Template

Our company is looking for a 1st Line IT Support to join our team.

Provide any supporting reports to stake holders as and when required;
Provide 1st line technical support to all staff in the first instance by phone or email;
Answering incoming calls for all 1st line IT issues from a varied ‘user-pool’;
Have a sympathetic and understanding approach to all service users;
Produce any follow up actions and escalate as necessary within the business;
To maintain a high degree of customer service for all support queries and adhere to all service management principles and SLA;
To arrange for external technical support where problems cannot be resolved in house;
Maintain a log of any software or hardware problems detected;
To take ownership of user problems and be proactive when dealing with user issues;
Support users in the use of Computer equipment as and when needed;
To log all calls on the Zendesk call logging system and maintain full documentation;
To allocate more complex service issues to the 2nd line IT engineers;
Respond to enquiries from clients and help them resolve any hardware or software problems;
To provide technical support; answering support queries either via phone or email.

Experience with using and troubleshooting Outlook/Office 365 within a network environment (permissions, calendar sharing, and delegation);
Basic understanding of PC hardware set-up and configuration;
Excellent telephone manner and face to face communication skills;
Strong knowledge of Microsoft based operating systems with an emphasis on Windows desktop technologies (XP / Vista / Windows 7);
Relevant 1st line / Helpdesk support experience;
MCP certification would be beneficial but is not essential;
Experience using and troubleshooting Microsoft Office (MS Word, Excel and PowerPoint).