1st line IT Support - Hybrid!

Job Category:
Technical Support - L 1, 2,3
Job Type:
Level of IT Experience:
5-10 Years
North Ireland
Salary Description:
Competitive salary offered
Elizabeth Michael Associates
Job Ref:

Job description

Are you keen to start a new career in IT and join an organization where you can grow and develop?

We are looking for someone who is passionate about IT and is keen to develop their career. The role would suit someone with a little technical knowledge and experience but is ultimately passionate about all things technology.

We are looking for a self-motivated individual that prides themselves in working to high standards to meet customer and requirements. The role will require a logical and methodical mind, with attention to detail.

NG1, Nottingham, Hybrid Working (2 days home based, 3 days office based)

Full Time, Monday - Friday, 1 in 3 weekend working with scheduled day off.

Shift working, 8h a day with earliest start at 7am and latest start at 11am

Salary - £19,804pa raising to £20,417pa after 6 months.

Main purpose/role summary:

Purpose of the role, is to be the 1st point of contact for the users of our Helpdesk service, answering incoming phone calls and emails, and ensure they are followed through to resolution, while maintaining a professional and friendly manner at all times, to ensure we continue to enhance our reputation and strive to be the best.

Knowledge of ITIL and ISO20000 environment would be preferred.

Main Areas of Responsibility
* Answer incoming calls, to ensure we operate within our Service Level Agreement
* Log and manage all incidents within our incident management tool, and take ownership of seeing these through to resolution.
* Deliver a 1st class consistent quality service, through following our iso20000 processes and procedures
* Work to goals and objectives on a daily, weekly and monthly basis. Taking ownership of your own development and progression

Key Role Competencies


Must be able to demonstrate great listening skills, to fully understand and document the issues as they are reported.


Must be able to demonstrate a clear and easy to understand phone manner.

Writing Skills

Must be able to effectively communicate through the use of emails and notes within our incident management tools.


Must be able to relate and demonstrate empathy to all callers


Must be able to demonstrate the ability to work to targets and follow instructions.


Must be able to take control of your own development, and maintain the ownership of your career, through the support of your team leader, supervisor and manager.

AttitudeMust be able to clearly demonstrate the 'cando' approach to any task.

Early applications are encouraged!

Job Type: Full-time

Salary: From £19,804.00 per year

* 8 hour shift

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Contact Details:
Elizabeth Michael Associates
Contact: Contact

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