£25,191 - £28,605 - plus benefits - Hybrid working pattern
Your new company
Hays Recruitment have partnered with Leicestershire County Council in the search for a 1st line Technical Support Analyst.
Working as part of a team of 7, you will be the first point of contact for users, supporting on infrastructure, applications and equipment. The team is extremely customer focussed, prioritizing a first time fix approach. The queries are a mix of calls, webchat and some face to face, depending on the customer requirements.
Your new role will involve
* Deliver incident resolution and request fulfilment to users contacting the Service Desk.
* Ensure that incident and request information is recorded and updated correctly within the ITSM Incident Management tool and closed where possible.
* Escalate promptly all recorded incidents and requests that cannot be quickly resolved or where skills or permission sit in other teams.
* Investigate thoroughly and record findings of all incidents and requests, summarising notes where escalation is required.
* Ensure that agreed quality/performance SLAs are maintained as directed.
* Maintain customer self-help and FAQ guides.
What you need to succeed
* Knowledge of MS Office Suite / O365, SharePoint, basic fault finding / diagnostics and equipment testing
* Strong customer orientated skills
* Knowledge of AI chatbots and webchat technology
* Experience with help desk ticketing systems
* Understanding the importance of updating customers and managing expectations
* Ability to be customer lead and prioritise a 1st time fix approach
The role is on a 4 week shift pattern and you will need to be within 45 minutes of the location and have your own transport.
Sponsorship is not available for this role
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