1st Line Technical Support Analyst

Location: Kent
Job Type: Blijvend
Specialisation: Information Technology
Salary: £28000 - £32000 per annum
Reference: BBBH3705_1658315550
Contact: Geoff King
Email: email Geoff
Permanent 1st Line Support Analyst - Kent (Onsite)

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