1st Line Support Analyst

£9.97 - £11.27/hour
14 Jul 2017
13 Aug 2017
Contract Type
Full Time
The 1st Line Support Analyst will be required to -

1. Provide support to users of the Service Desk.

2. Monitor status of service requests and liaise with team members to ensure service desk issues are resolved.

3. Resolve first line support issues and provide guidance to customers within WMBC on resolution on issues they are dealing with.

4. Ensure all incidents are appropriately recorded in the Council's Service Desk system.

5. Act as the first point of contact for any business critical support requirements and take ownership for resolution.

6. Assist second-line support resolution using members of the Applications Support, Data Centre, Networks and Workstation teams. Throughout the process, maintain regular communication with the Staff and users in order to manage customer expectations. In cases where there is significant disruption, or there is disruption to members of the public, escalate immediately through the defined route and seek guidance on what communication can be made.

7. Deliver to clear objectives and monitor your performance (measures to be agreed), ensuring this is within agreed limits.

8. Deliver a customer focused culture and incident ownership within the customer services team.

9. Handle customer complaints, recording issues and ensuring problems are resolved.

Experience/skills required-

Experience of working in an ICT customer services environment

Enthusiasm and commitment to achieving excellence in service provision

Able to evaluate options and advise a resolution

The ability to solve ICT problems presented by users

Able to work in a structured way

This role is inside the scope of IR35 and will pay around £9.97 PAYE or £11.27 Umbrella p/h

Networkers acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers and is part of Gattaca Plc.

Gattaca Plc provides support services to Networkers and may assist with processing your application