1st Line Support Analyst

Jagger Talent
From £19,000 to £22,000 per annum Free Parking, Pension, Career Develo
14 Oct 2016
22 Oct 2016
Contract Type
1st Line Support Analyst 19K to 22K On Experience Cheadle Area Permanent Position 1 st Line Support Analyst Reports to IT Support Manager Direct Reports to this Role n\a Location Salary Cheadle, SK8 £19k - £22k Overview We are looking for a 1st Line Support technician to join a busy service desk where customer care is our priority. You will be passionate about delivering exceptional customer service in a fast paced environment. We are committed to developing or teams and there are opportunities to grow and excel within the business. You will be providing 1st point of contact support for our UK customers, by email, telephone and in person. We are currently implementing a new ITSM tool with a customer web portal, so we expect to see a reduction in tickets logged via phone and email. Working in a team of 1 st and 2 nd Line Support analysts, supporting a range of technologies including, Windows XP/7 desktop users, IP telephony, networks, computer hardware, peripherals and bespoke developed applications. Training will be provided for this role Responsibilities Provide a single point of contact for our customers, maintaining professionalism at all times and ensuring our customers are kept updated on progress and resolution Taking calls from customers and logging support tickets on their behalf Triage of tickets and queue management, assigning tickets that cannot be resolved to 2 nd and 3 rd line support Diagnosing and resolving technical incidents and requests Remotely connecting to customers systems to provide training and support Provide training and guidance to customers on our products Escalation of major incidents and complaints to Service Management Team Logging Incidents and requests in our Service Management tool, working to an agreed priority matrix Input into the growth of our internal and external knowledgebase, ensuring colleagues and customers have the correct support documentation Required Skills: Experience of working with bespoke software products and hardware is essential Excellent communication skills, both verbally and written Able to work under pressure in sometimes sensitive situations A strong team player with a can do attitude Able to take ownership of incidents and see through to resolution Excellent Customer Service skills with a passion for service Experience of working in a fast paced environment Good understanding of Windows XP/7 Experience and understanding of TCP/IP routers, switching and basic networking technologies PC hardware knowledge including fault diagnosis Previous experience of using remote access tools Telephony experience including systems and integration Networking experience and virtual private networks MSQL would be advantageous Commercial awareness Experience of using IT Service Management tools and ticketing systems such as Zendesk Benefits Pension, Parking, Other (Please discuss with JAGGER TALENT LTD) This job was originally posted as www.cwjobs.co.uk/job/66895049

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