First Line Technician

We're excited to be looking for a First Line Technician to join our IT team.

As a First Line Technician, you'll provide dedicated first line ticket resolution to the business, across multiple sites. You'll ensure incident information is recorded accurately to identify trends and escalations. You'll also support NCFE's mobile telephone and remote working solutions by working with the rest of IT Operations team, facilitating early troubleshooting and communicating throughout.

How you'll make an impact:

• Ensuring information via tickets on our service desk platform are actioned and accurately recorded


• Responding to requests and resolving tickets within SLA


• Ensuring daily checks across IT Security and Service Operations teams are carried out or automated where possible, raising any issues to specialist team if required


• Escalating 2nd/3rd incidents to the specialist IT teams across IT Security and Service Operations for resolution


• Contributing to the continuous improvement of Group IT by assisting in implementing and embedding ITIL processes


• Identifying areas of improvement or automation continuously improving our service desk process by implementing these


• Documenting new processes and training out to relevant colleagues
  
  Strong analytical and fault-finding skills


• Experience in managing workload according to competing deadlines.


• Proven experience of customer service


• Excellent written and oral communications skills, including grammar and spelling


• Attention to detail and ability to work accurately


• Ability to work on your own initiative and work within deadlines
  
  What will we offer you in return?


You'll have access to a fantastic range of benefits which support your personal development and wellbeing, including:

• A minimum of 25 days annual leave, plus 8 bank holidays


• An additional 3 days off during the Christmas closure


• £200 personal development allowance annually


• £400 towards any NCFE accredited qualifications annually


• Two hours a month to spend on personal development


• Free learning resources on our in-house 'Learning to Grow' platform


• A flexible and hybrid approach to working


• Westfield Health Cash Plan worth up to the value of £635


• Employee Assistance Programme - including a 24/7 confidential help line and counselling sessions


• Doctor Line - same day appointments


• Company Pension, employer's contribution up to 9% when you contribute 3%


• Life Assurance (4 x basic salary)


Shape real change with an NCFE career

Imagine a career where your contributions affect not only what people learn, but the way that learning is developed and delivered.

With over 170 years of education experience our core purpose remains at the heart of the organisation - to promote and advance learning to create a fairer, more inclusive society, making sure no learner is left behind.

Want to know more? Take a look at our website https://www.ncfe.org.uk