Line Service Desk Technician

Description:

Key Accountabilities:

• To perform a customer facing role focused on delivering first class customer service
• 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:

• Experience of supporting IT systems 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

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