Your job in a nutshell
The Service Desk team works with Partner teams to deliver IT services for approximately 14,000 users across multiple locations throughout the UK.
The First Line Support Analyst’s role is to provide a single point of contact for customers’ incidents and enquiries, following documented processes to ensure tickets are logged, prioritised, and routed accurately. The 1LS Agent is also expected to provide Incident Resolution to support the First Time Fix Service Level Agreement as per documented Knowledge Articles.
The environment in which this role operates is fast-paced and continually challenging.
What Will You Be Doing
1. Communication: Demonstrates clear and concise written, oral, and listening skills to identify any Customer knowledge gaps.
2. Problem Solving and Decision Making: Handles the majority of issues and customer concerns with minimal prompting, suggesting resolutions.
3. Flexibility: Adapts to new situations outside of the assigned team.
4. Attitude: Shows drive and determination in coping with difficult situations.
5. Self Management: Maintains good timekeeping, professional appearance, and time management.
6. Customer Service: Understands customer and business needs; can explain technical details in plain English.
7. Tools: Quickly learns ticket logging tools and other systems used by the Service Desk.
8. Telephony: Manages call durations, wrap-up times, and contacts per analyst per day to meet targets; proactively seeks improvements.
9. Queue Management: Manages individual queues to targets with minimal supervision.
10. Ticket Management: Maintains tickets timely and efficiently, supporting set KPIs and reviewing aged tickets for closure.
11. SLA Compliance: Aims to avoid SLA breaches on tickets.
Requirements
1. Experience in a customer-facing role and in IT.
2. IT certification is a plus.
3. Knowledge of Windows 10 and Microsoft Office applications.
4. Understanding of Service Level Agreements.
5. Proficient in English.
6. Strong problem-solving skills to identify issues and resolve them effectively.
7. Attention to detail in documenting issues clearly and concisely.
8. Ability to obtain and maintain SC security clearance, including a successful Disclosure Scotland check.
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