IT Helpdesk/1st Line Support Analyst - Bristol

Brite Recruitment Ltd
Bristol, Avon
17 Jul 2017
15 Aug 2017
Contract Type
Full Time

Our Client, a global organisation within the technology and consultancy sector is currently seeking a Helpdesk/1st Line Support Analyst to join their dynamic team on a full time, permanent basis in Bristol. The suitable candidate will be responsible playing a critical role in the initial support of the existing client base.

Duties and Responsibilities include:

  • Answering client calls in a professional manner
  • Logging incidents, detailing clear and concise information regarding each call
  • Categorising each raised ticket efficiently, considering impact and urgency of each
  • Progressing and resolving assigned incidents, fixing the symptom and returning the service as quickly as possible
  • Resolving incidents through known errors
  • Ensuring incidents are handled in accordance with set SLAs
  • Escalating issues to Tier 2 when needed
  • Demonstrating an awareness of client care across various communication channels

Skills and experience:

  • Previous 1st line support/Troubleshooting experience ideal
  • Excellent communication skills, good written and verbal conduct
  • A passion for IT/technology in general
  • A keen desire to learn and progress
  • Excellent problem solving skills
  • Excellent telephone manner
  • Strong customer service skills
  • Team player
  • Focused and motivated attitude

This is an exciting opportunity to join an interactive and dynamic team within a market leading, global organisation working Monday-Friday. Our client offer competitive benefits, modern and open plan working environments and structured training to support personal development. If you feel this could the right opportunity for you apply directly, alternatively for more information call us!