1st Line Support Analyst
1st Line Support Analyst – Wilmslow - £22,000
The IT Service Desk is the single point of contact for all IT services, requests, and incidents.
The IT Service Desk is a busy, dynamic, fast-paced team, servicing 6 individual businesses and over 1000 colleaguesYou should have excellent customer service skills and broad knowledge of IT.
Be confident, friendly and approachable with a good telephone manner and able to communicate with staff who have varying IT Knowledge.
Having an eye for detail and accuracy is essential.
You will have 1-2 years experience within an IT service desk or demonstratable customer service skills with an aptitude for technology.
DutiesInclude but not limited to:• Receives and handles requests for service, following agreed procedures and SLA, accurately and to a high-quality originating from our portal, e-mails, telephone, and face to face.• Logs incidents and service requests and maintains relevant records: o Identifies and classifies incident types and service interruptions o Records incidents cataloguing them by symptom and resolution• Provide 1st line technical support • Acting as customer liaison and delivering an excellent customer experience• Take ownership of user requests and be proactive when dealing with user issues• Providing updates to the customer on the progression of their call• Administration of required systems and documentation• Liaising with 2nd and 3rd line support teams and 3rd party/vendor support teams• Escalating calls where necessary, monitoring 2nd and 3rd line SLAs• Maintain the IT asset register• You will be required to travel to other offices as and when required• Support hours are currently 8 am to 6 pm Monday to Friday, with a shift rota.
Skills• Telephone and face to face customer service skills• Empathy and understanding of customer needs• Effective organisation and time management skills• A good technical understanding of computers, networks and communications systems• Exceptional attention to detail• Ability to work accurately under pressure• Excellent communication and interpersonal skills
TechnologiesKnowledge and experience in the following will be advantageous.• Knowledge of Windows 10, M365 & Active Directory• ITSM Tools• MS Outlook• MimeCast• iOS / iPhones / iPads• Go To Assist, GoToMyPc
If this sounds like you, click apply below!