Role
Ready to Elevate Technical Support?
Join as a 1st Line Support Analyst and become the driving force behind delivering top‑point technical support to valued clients. This role is your opportunity to shine in a dynamic environment where your troubleshooting prowess and customer service skills will make a real impact.
Why Choose Us?
* Answer calls promptly, providing timely triage to customer inquiries and service requests.
* Skillfully classify and prioritise requests, ensuring swift escalation for complex issues.
* Diagnose and resolve incidents, working closely with your tech‑savvy team to provide effective solutions.
Why Choose this Company?
* Join a team that values your technical and customer service skills.
* Enhance your troubleshooting abilities and contribute to high first‑time fix rates.
* Be part of an organisation that values your growth and contribution.
If you’re interested in this position, apply here!
* Provide initial triage of tickets raised by customers
* Answer calls in a timely manner from customers calling into the service desk
* Assign tickets to other technology queues for 2nd and 3rd line engineers
* Troubleshoot and resolution of incidents and service requests that are raised with the service desk to ensure a high level of customer service is delivered
* Assist server and network engineers with more complex tasks
* Own requests and provide functional escalation to the management team, the customer and 3rd party supplier resolver groups so that service level agreements can be met daily
* Provide end to end ticket management to ensure customers are kept updated on the progress of their requests
* Follow documented customer specific procedures
* Classification and prioritisation of requests in‑line with Incident and Service Request Management processes to ensure requests are dealt with effectively and efficiently
* Strong attention to detail – the ability to achieve thoroughness and accuracy when accomplishing all tasks, such as troubleshooting an issue or implementing a change
* Maintain understanding of applicable technologies to contribute to a higher level of first time fix rates
* Work in a shift pattern with start times of either 07 : 00, 09 : 00 or 09 : 30 depending on business needs
* The ability to diagnose and troubleshoot IT‑related issues
* Diligent documentation and ticket management
* Authority and confidence to deliver support to customers within specific technology disciplines
* Customer service skills and the ability to communicate with people of various technical levels
* An ability to work and learn in a fast‑paced environment
* Good organisational and time management skills
* Willingness to learn and adapt to business requirements
* £25,000
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