Our Client is n the IT industry currently recruiting a Service Support Engineer.
Summary: To provide a high quality first line IT support service to the user community within the entire business unit, through an ITIL based Service support function.
Summary: To provide a high quality first line IT support service to the user community within the entire business unit, through an ITIL based Service support function.
This role will provide the timely resolution of IT related incidents and requests as well as escalation of incidents and requests to 2nd line team.
This role also involves escalation of major incidents status to the management, recurring incidents to the supervisors.
Roles and Responsibilities
Incident Management
- Providing first-line investigation and support.
- Resolving those incidents/service requests they are able to.
- Escalating incidents/service requests that they cannot resolve within agreed timescales to 2nd line support
- Communication to the IS management – keeping them informed of major incident progress.
