2nd Line ICT Support Technician £17.60ph - 35h/week - 1 week rolling contract - PAYE 5 days on-site - LondonDerry/Derry (Northern Ireland) THE ROLE Your responsibility will focus on all 2nd line ICT support activities of IT and AV services, provided to end users. You will report on service metrics utilising our IT Service Management tool and demonstrate progress of individuals ensuring appropriate updates and call management is prioritised. EXPERINECE Relevant experience managing a 2nd level technical support team in the delivery and support of high-quality IT, AV and event services. Experience using ITSM tools to manage 2nd level technical support requests, ensuring timely, high-quality resolution to meet customer expectations. Relevant experience of incident and problem management associated with IT and AV services, utilising relevant ITIL based processes and best practices. Evidence of engaging with team members on service levels including performance, compliance with SLAs/KPIs and associated reporting.

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