Role
Ready to Elevate Technical Support?
Join us as a 1st Line Support Analyst and become the driving force behind delivering top-notch technical support to valued clients. This role offers an opportunity to shine in a dynamic environment where your troubleshooting and customer service skills will make a significant impact.
Why Choose Us?
* Answer calls promptly, providing timely triage to customer inquiries and service requests.
* Classify and prioritize requests, ensuring swift escalation for complex issues.
* Diagnose and resolve incidents, working closely with your technical team to provide effective solutions.
Why Join This Company?
* Be part of a team that values your technical and customer service skills.
* Enhance your troubleshooting abilities and contribute to high first-time fix rates.
* Work in an organization that values your growth and contribution.
If interested, apply here!
* Provide initial triage of customer-raised tickets.
* Answer calls from customers in a timely manner.
* Assign tickets to 2nd and 3rd line engineers.
* Troubleshoot and resolve incidents and service requests to ensure high customer satisfaction.
* Assist server and network engineers with complex tasks.
* Own requests and escalate as needed to meet service level agreements.
* Manage tickets end-to-end, keeping customers updated.
* Follow documented procedures.
* Classify and prioritize requests effectively.
* Maintain attention to detail during troubleshooting and changes.
* Stay informed about relevant technologies to improve first-time fix rates.
* Work in shifts starting at 07:00, 09:00, or 09:30.
* Diagnose and troubleshoot IT issues.
* Document thoroughly and manage tickets diligently.
* Confidently support customers within specific technology areas.
* Communicate effectively with various technical levels.
* Adapt and learn in a fast-paced environment.
* Manage time and organize tasks efficiently.
* Be willing to learn and adapt to changing business needs.
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