1st Line Technical Support Analyst
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Emplacement
Kent
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spécialité:
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Type d'emploi:
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Un salaire:
£28000 - £32000 per annum
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Contact:
Geoff King
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Email du contact:
geoff.king@volt.eu.com
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Référence du poste:
BBBH3705_1658315550
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Publié:
Il y a 3 jours
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Date d'expiration:
2022-08-19
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Date de début:
ASAP
I am currently partnering with a client who are recruiting for a 1st Line Support Analyst to join an existing team.
This is a demanding support position, which calls for excellent customer service skills, the ability to articulate solutions clearly and confidently to end users and possess a broad technical knowledge across a range of technologies.
Duties will include:
- Handle customer incidents and service requests in a professional, courteous manner over
the phone and via email
- Take ownership of incidents and managing them in a logical and methodical manner
- Correctly logging incidents, problems and service requests, categorising and prioritising
them in line with team procedures
- Conducting full and thorough diagnostics with end users to enable first point of contact
incident resolution
- Ensuring all faults are progressed and resolved within SLA, escalating to other internal
and external teams as appropriate
- Managing incidents and requests through their entire lifecycle from the first point of
contact through to resolution, proactively keeping the customer informed of progress
- Diagnosing and resolving incidents to the customers satisfaction
- Identify and escalate repeat issues or service risks to the Service Delivery Manager where
necessary
- Manage a number of scheduled tasks for customers, designed to ensure that the customers
systems remain operational
- Keep operational documentation up to date
Technical skills
- Good knowledge of Microsoft Windows 7 - 10 and Mac OS
- Basic knowledge of user administration (Active Directory, AzureAD, Exchange, Office365)
- Good knowledge of Microsoft Office suite
- Good understanding of workstation builds and configuration
- Hardware troubleshooting
If this sounds like you then apply now for more information