1st Line Service Desk Support (Customer Focused) - Contract - Liverpool The role is a junior member within the IT department, but is pivotal to how IT is perceived within the company. Main duties include capturing and recording user support requests offering 1st line support; escalation of issues to other team members whilst continuing ownership and ensuring end-user feedback. The contract will run until the end of December with possibility for extension beyond this point depending on the business needs. Responsibilities: � Manage incoming calls for the IT service desk � Record all issues, requests and changes to the IT inventory in the service desk � Provide 1st line support for users � Troubleshoot user issues limiting downtime to a minimum � Provide flexible end-user support when required, including out of hours coverage when defined � Follow up with users to ensure service desk task is complete prior to closure of related ticket � Respond to user requests and issues in a timely manner � Co-ordinate with equipment suppliers � Complete monthly administrative tasks including statistics reporting There will also be some administrative duties including raising Purchase Orders for new equipment, so experience of this is critical. You will also need experience of working on a Measured Service Desk, with the skills and knowledge of how to talk with users on the phone. Expectations: � Contact a user reporting a problem within one day of logging the call advising team members where additional support is required to achieve a timely resolution�Respond within 30 minutes to escalated or urgent calls � Develop respectful working relationships with all staff � Partner with users, to facilitate and support them in meeting their business needs � Take ownership of service desk problems and follow through to resolution in a timely manner � Ensure clear, concise and unambiguous communication both verbal and written at all times � Promote confidence in IT systems to users by ensuring a positive can-do attitude � Make recommendations to improve systems using initiative, innovation and creativity where appropriate taking into account user and business needs � Ensure departmental compliance with relevant health, safety and environmental procedures, legislation and targets to meet plant and corporate requirements and to assist in the maintenance of a safe and environmentally friendly workplace and ensure accident report forms are fully completed with accurate information within the guidelines provided for every incident Person Specification: (D - Desirable, E-Essential) � Experience of supporting users in a Microsoft Active Directory environment (D) � In-depth knowledge of Microsoft desktop operating systems & Office suite (E) � Basic knowledge of networking (E) � Experience of working in an ITIL environment, or awareness of ITIL standards (D) � Be customer focused (E) � Have an approachable, can-do attitude (E) � Team player (E) � Able to effectively demonstrate a logical, analytical approach to problem solving (E) To apply please send CVs and should we feel that your CV is a good match to what the client is looking for we will call you to discuss the opportunity in more detail.