1st Line Analyst (MHRA Service Desk)

Broadbean Technology Ltd
£22k pa
08 Nov 2017
16 Nov 2017
Contract Type
Full Time
CORETX is currently looking for a 1st Line Support Analyst to join our MHRA Service Desk team in Croydon. The 1st Line Support Analyst will be working as part of a team on the technical Service Desk and you will play a key role in the delivery of high quality technical support providing an exceptional customer experience and a personalised service.

The 1st Line Support Analyst requires strong communication skills, along with troubleshooting, problem-solving and technical skills using various diagnostic tools.

At times, like all customer facing roles, this can be a challenging role within an exciting and growing organisation, so you will possess a strong character with strong inter-personal skills which you will use to guide customers through situations, providing the highest levels of resolution, support and customer satisfaction.

1st Line Support Analyst Key Areas Of Responsibilities:

* Resolving 1st line incidents and requests
* Taking ownership of end user faults and bringing them to a successful resolution
* Ensuring all tickets are resolved to a high level of customer satisfaction
* Providing regular feedback to clients re the status of their tickets
* Providing exceptional communication between the service desk, end users and resolver groups
* Effective ticket management and tracking using the Remedy ticket logging system
* Meeting and exceeding customer specific service level agreements (SLAs)
* Proactive Management of tickets raised with 3rd party resolver groups
* Utilising various remote takeover tools when necessary
* Liaising and assisting Field Engineers on client sites
* Ensuring all tickets are categorised to correct standards
* Following internal processes for assigning tickets to the correct department or individuals
* Following Security admin and information security processes
* Following Sev-1 / Sev-2 escalations and notifications where appropriate

1st Line Support Analyst Experience/Qualifications:

* Microsoft Office XP/2003/2007 - Word, Excel, Outlook & PowerPoint
* Microsoft Windows XP/ Windows 7 Workstation
* Microsoft Exchange / Active Directory administration
* Citrix
* Knowledge of ADSL and Wi-Fi technologies
* Knowledge of Blackberry and Apple devices
* Knowledge of networking concepts
* CompTIA A+ Essentials (Desirable)
* CompTIA A+ IT Technician (Desirable)
* MCTS Windows 7 (Desirable)
* MCTS Windows Server 2008 (Desirable)
* ITIL/Prince 2 Foundation (Desirable)

CORETX helps to transform organisations through high performance technology solutions built and delivered on our own data centre and network infrastructure. People are at the centre of CORETX's business; removing barriers, enabling workflow, empowering users and utilising the opportunities presented in the new digital economy.
This job was originally posted as www.jobsite.co.uk/job/959485438