1st Line IT Application Support

Job Title: 1st Line IT Application Support

Location: Greater Ipswich

Salary: £22,000 - £25,000 Per Annum

Cooper Lomaz are excited to offer a career opportunity with an expanding company located close to Ipswich. As they continue to grow their business, they are looking for a First Line IT Support Technician to join their team. This is a full-time permanent role where you will be providing IT support to their customers.

Role Overview:

This role will see the suitable candidate be the first point of contact for the customer and you will need to listen to the issue, log the details onto the CRM systems, Troubleshoot and resolve those tickets. Due to the nature of the role, you will need to provide outstanding customer service and be able to work to KPIs at a high standard. This opportunity is working for a company that produces their bespoke software, which you will be supporting this application.

Role Responsibilities:

• Triage, Troubleshoot and Resolve inbound tickets, or inbound calls relating to issues with the applications.
• Log all tickets and communication onto the company's CRM system, keeping up-to-date records of all interactions.
• Provide first-line support or escalate to the relevant team members.
• Follow SLAs to ensure the tickets are responded to accordingly

Required Skills:

• You will be passionate about IT and looking to build a career in IT
• Customer service experience is essential in this role.
• You will need to enjoy problem-solving and translating technical terminology. to non-technical-minded customers.
• Experience working in a help desk environment is desirable.

Salary & Location:

• This position has a salary of up to £25,000 depending on experience
• This role is available on a hybrid basis, with a minimum of 3 days on-site being required

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