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WAN First Line Team member

Job Title: WAN First Line Team member
Contract Type: Contract
Location: Solihull
Salary: Negotiable
Start Date: ASAP
Duration: 6+ months
REF: FJ-MW-WANb_1673604577
Contact Name: Martin Walker
Contact Email:
Job Published: about 1 year ago

Job Description

Impact Assessment WAN Team Member

New exciting opportunity for an Impact Assessment WAN Team Member for a 6 month temporary rolling paye contract based in Birmingham.

Role Purpose

The role holder will support several products, product sets and systems to help maintain the availability of the IT services delivered to end users. Resolve non routine issues and recognizes the importance of meeting Service Level Agreements focusing on meeting customer expectations.


  • Technical Capability. Fully able to support end users with routine technical queries relating to products/systems (e.g. Microsoft products, operating systems, networks, applications, PCS).
    * Business Awareness. Has an understanding of the customers' environment and service delivery requirements to enable the delivery of the service.
    * Problem Solving. Takes ownership for listening to and understanding problems asking relevant questions to resolve problems within required timescales.
    * Service Level. Escalates issues as necessary to deliver required service level and meet or exceed customer expectations/SLA. Monitors performance through statistical reporting and analysis.


  • Feedback from customers, colleagues and team managers.
    * Technical Assessments.
    * Correct management of processes followed to deliver the service.
    * Percentage of customer problems resolved within required timescales.
    * Meeting service level requirements.

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