Technical Support required for this FTSE 100 service provider based Reading. The Technical Centre provides the main day-to day interface between Technical and the businesses. The jobholder will be responsible for maintaining a professional image and will have good customer service skills. The primary role will be to provide technical support to the customers with high emphasis on fixing a call at the first point of contact. In cases where this is not possible the analyst will assign calls to the appropriate support teams.

Providing a first point of contact into Technical for all supported businesses.
Managing calls within the agreed service levels.
Providing resolution for desktop problems, eg printer queue resets, workstation rebuilds.
Providing problem diagnosis, using appropriate control tools.
Carrying out Lotus Notes activities, eg modifying mail groups, resetting passwords.
Liaise closely with other Technical and Third Party Support groups to resolve problems
Documenting, logging and managing calls in the Service Management tool to high standard.
Proactively manage Customer expectations through either resolution of or updating on progress of their outstanding problems/orders.

Knowledge of Service Management tool(s), eg Remedy, RMS etc.
Advanced knowledge of windows XP
Advanced knowledge of MS Office and Lotus Notes applications.
Good understanding of ITIL Practices

EXPERIENCE:
Experience of working in a Service Desk or support environment supporting an NT infrastructure is required.

If you seeking a new challange then this may be the role for you.

Apply A.S.A.P for immediate interviews.



Desired Experience/Skills General education to A level/Higher standard preferred.
Good knowledge of support tools used by IT Service Desk and Desktop Support teams is an advantage.






Capita Resourcing encourages applications from individuals from all backgrounds.