Business Technical Support Analyst

Kingston upon Hull
Competitive salary plus benefits
13 Oct 2016
20 Oct 2016
Contract Type
The Business Technical Support Analyst provides essential first line technical support over the phone for all KCOM business customers. They provide assistance for customers' ISP services and other related products. A main aim of the role is to ensure customer satisfaction and our team of analysts find themselves troubleshooting issues on a daily basis. Key responsibilities By working with the customer, service provider(s), and colleagues, the Business Technical Support Analysts undertake detailed diagnostic and troubleshooting routines. Our analysts are proud to own incidents they're working on right up until they resolve them. If they aren't able to fix the issue, using their technical knowledge they work out who the appropriate person/team is to escalate it to. This roles requires constant communication with customers both internal and external to provide an exceptional customer experience We like our analysts to use their initiative to present suggested changes or additions to customer's products which will offer continued value and performance. We are always keen to make sure that KCOM is meeting their needs. An analyst in the Business Technical Support team also gets the opportunity to resolve bespoke internet services provided to business customers which keeps their role interesting and varied Knowledge/Skills and Experience · Excellent o Communication, especially over the phone o Problem Solving o Customer Focus o Team working o Flexible and Adaptable o Organising and Planning Specialist skills · ITIL · Cisco CCENT - advantageous but not essential · Cisco CCNA - advantageous but is not essential. We would really like it if you had a desire to train for this, as we take the development of our people very seriously This role may suit the following: IT Support Analyst, Support Analyst, Application Support Analyst, Service Desk Analyst, 1st Line Support Analyst, First Line Support Analyst We're evolving as an organisation, helping our customers to connect with the things that matter. What better time to join us? KCOM is an equal opportunity employer. The Company wholeheartedly supports the principle of equality in employment and opposes all forms of unlawful or unfair discrimination on any grounds. This job was originally posted as