Early Life Support (ELS) Call Handler

Ref No. BHN512914
Location Newcastle upon Tyne, England
Start date 02/08/2021
Job type Contract (3 months )
Job Status Open


We are recruiting for a number of Early Life Support (ELS) Call Handlers. Working from Newcastle. This role will be for 3 months initially with the view to extend.


Early Life Support (ELS) Call Handler

The Job

Early Life Support (ELS) Call Hander

Purpose of the Job:

The primary purpose of the Early Life Support (ELS) Call Handler - End User Compute (EUC) role within the IT Folio Programme

  • Work as part of the ELS team to deliver support services to Business users during the UKIT Folio project
  • Answer calls from Business users who are reporting migration faults or other project related issues
  • Obtain all relevant details of the fault or issue and record in the IT Service Management system (Ivanti)
  • Assess the nature of the fault and resolve if possible. Otherwise route to an ELS Analyst or engineer
  • Advise the user that the fault will be investigated within a specific timeframe if unable to resolve the fault immediately
  • Support the ELS Team lead by accepting and managing delegated tasks

Key Accountabilities:

  • Take calls from users, log calls and pass to the relevant support team
  • Must have good telephone manner and experience of IT rollouts and Helpdesk
  • Knowledge of using call handling systems - Ivanti or similar products

Outcome, Results and Key Performance Indicators:

  • Maintain an ancceptable level of resolution rates on the issues allocated via incoming calls and emails
  • Provide quality assurance feedback on project deliverables by analysing the fault calls to establish trends and repeat failures
  • Delivery of assigned project tasks to time and quality criteria, looking for opportunities to improve efficiency and deliver earlier when appropriate. Demonstrate support to other project team members in order for them to achieve their own tasks.

Dimensions of Job:

  • Provide direct support to business users (up to C level) during migrations
  • Proactively work through fault call queues to maintain a high level of user satisfaction with the ELS services
  • Assist in scheduling user migrations within the allocated region if requested

Key Relationships:

  • Internal: Daily interaction within the team and within the IT Department to provide support to IT users across the EQUANS and New ENGIE businesses
  • Build reslationships with users who report issues, ensuring the users are kept aware of progress in resolving these issues
  • External: Establish contact with, then direct and control 3rd party relationships as dictated by project demands


  • Proven track record in deployment projects, specifically in an ELS Call handling role
  • Must have Office 365 and Windows 10 experience
  • Some experience of operational service delivery, in an IT service management environment/ITIL framework.
  • Familiar with Team Viewer or similar
  • Familiar with Mobile Devices, Intune and associated apps
  • Knowledge of Symantec VPN
  • Knowledge of OKTA


  • Expected to be educated to A-level standard and ideally educated to degree level or equivalent but not essential, excellent writing/communication skills are very important in this role
  • Preferably with an IT service management qualification, e.g. ITIL foundation.

Paige Abbatt
manages this role


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