1st Line Support Analyst

GK Recruitment Ltd
Cheadle Hulme
£19k-£22k Plus Benefits
19 Oct 2016
18 Nov 2016
Contract Type
Job Title: 1st Line Support Analyst

Job Type: Permanent

Salary: £19k-£22k

Location: Cheadle, Manchester

Our Client is a successful international software house. We currently employ over 200 people and with 60% market share we are the global market leader. Our team is built from hardworking committed people that are customer focused and professional.

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 1st and 2nd 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


- 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 2nd and 3rd 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

In return we can offer you an exciting career in a growing company with excellent salary and benefits which includes: Pension, Parking and On Going Training.

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