As a member of the LMUK Service Desk team you will work to resolve support calls at the first point of contact. You will utilise a wealth of Knowledge Base articles and work closely with your team to resolve support tickets you would otherwise escalate. This approach increases your exposure to different technologies and increases your ability to progress your technical knowledge.
As a Support Analyst at LM you will work within our Best Practices to provide the LM Experience, this includes resolving support calls within Service Level Agreements whilst receiving consistently good feedback through Quality Control and our Customer Satisfaction Survey.
* To provide Service Desk support to clients via telephone and chat
* Logging and updating support tickets within the Company's Incident Management Application
* Resolving support calls in a quick and efficient manner whilst meeting SLA's
* To escalate calls where necessary to the Desktop Team and/or Infrastructure Team
* To complete company provided training to ensure you have what you need to fulfill your role
* To keep up to date with the latest technologies utilised by the Company
* To demonstrate a genuine desire to continually improve your technical knowledge and ability
At LM we operate a 4 day working week this means we work 9.5 hours a day, on the Service Desk these hours are completed in shifts between the hours of:
A shift (Monday - Thursday 12pm - 10pm or 1pm - 11pm)
B Shift (Tuesday - Friday 12pm - 10pm or 1pm - 11pm)
C Shift (Monday - Friday 12pm - 10pm or 1pm - 11pm) (A mid week day will be discussed that is convenient for both parties)
This contract is to cover a secondment from the SD so is only a 6 month contract at this time.
Required skills, qualifications and experience:
* Exceptional verbal communication skills
* Excellent people skills and the ability to build relationships with customers
* Strong problem solving abilities and the desire to create positive customer experiences
* MS Office Products
* Windows 10
* iPhones
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