1st Line Service Desk Technician

Job title:

1st Line Service Desk Technician

Company

Odeon Cinemas

Job description

Job Purpose:To deliver a high quality IT support service to the business. A key part of this role will be managing Service desk incidents and requests in an efficient and customer focussed way, escalating issues accordingly.Responsibilities include logging incidents, gathering as much information at the first point of contact to triage calls and where appropriate resolve the issue. Keeping tickets regularly updated and excellent communication and customer care skills are of vital importance in this role.Please note that this role includes shifts that cover our Service Desk between the hours of 0800-1900 Monday – Sunday with one weekend in every 4 weeks. This role offers hybrid working.Key Accountabilities:

• To perform a customer facing role focused on delivering first class customer service at all levels including senior leadership and Executive teams.
• To utilise troubleshooting techniques to gather information to support diagnosis of technical issues, triage incidents and queries
• Where possible, provide 1st Line resolution to customers
• To work within the Incident Management Process, Service Request, and Major Incident Process
• To escalate any calls that require additional support to resolve, or that may not achieve SLA.
• Escalating high call levels, recurring problems or other issues to line management so that appropriate action can be taken
• Utilise active listening techniques to understand and interpret customer requirements when logging calls, prioritising them against agreed SLAs
• Recording all activity and discussions in the ticket
• To liaise closely with other team members, passing calls through to keeping the customer updated
• Developing strong relationships with customers & Suppliers, to log and escalate calls with third parties where required, ensuring communication back to the customer

Key Skills:

• Proven experience and confidence in dealing with high priority queries across all level of colleagues up to executive level
• Experience of supporting IT systems is essential, including an understanding of hardware, networks, operating systems and servers, software and applications
• Ability to manage, prioritise, coordinate calls effectively and work under pressure
• Experience in carrying out routine configuration/installation and of hardware and software
• Excellent self-management including timekeeping and attendance
• A strong eye for detail and reacts quickly to identify and resolve issues
• Effective in identifying and resolving issues by seeking relevant data and diagnosis of possible causes
• Strong work ethic with a sense of ownership and accountability – working outside of core hours as required
• Excellent interpersonal, communication and influencing skills (written, oral & presentation) using business-friendly and user-friendly language
• Team player with the ability to operate well and thrive in a team culture and work independently

ODEON benefits:

• Unlimited free cinema tickets for you, and 12 friends and family tickets every three months
• 40% discount on our food and drinks, including our in-cinema Costa Coffee stores
• Free access to our confidential Employee Assistance Programme – an online platform that offers advice and support on topics including finance, health, and mental wellbeing
• The opportunity to gain professional qualifications through our Bright Lights Apprenticeship scheme
• Fantastic career development opportunities across our cinemas and support offices
• Monthly rewards and recognition schemes
• Pension scheme
• Bonus scheme
• Hybrid working

At ODEON Cinemas Group, everyone is welcome. We make movies better by bringing all our incredible differences and our different ways of thinking together with our passion for cinema, to deliver inspiring entertainment experiences for our guests. We are all individuals, and we recognise that everyone brings something special to our team.Starting from the moment you apply, Diversity, Equity and Inclusion is embedded into all parts of the colleague journey, and we welcome individuals from all backgrounds. We select colleagues based on merit and the passion they show for their role.We are proud to partner with ‘ReciteMe’ to offer accessible tools to support you with your job application. Simply click on ‘Accessibility Tools’ at the top of the job advert screen. Should you require additional help from our team, whether that’s to support with your application through to making adjustments to our recruitment process to assist you, we will be more than happy to help – drop us an email to jointheteam@odeonuk.com and we will be back in touch to help you!

Expected salary

Location

London

Job date

Wed, 15 Jan 2025 08:47:32 GMT

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