1st Line Analyst (Nuffield Desk)

Broadbean Technology Ltd
£20k pa
08 Nov 2017
16 Nov 2017
Contract Type
Full Time
1st Line Support Analyst Key Areas Of Responsibilities:

* Logging support calls via telephone and email
* Resolving 1st line incidents and requests
* Ensuring all tickets are resolved to a high level of customer satisfaction
* Providing prompt escalation to 2rd Line and 3rd Line Support/ Problem Management team as required
* 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
* Back up software including Backup Exec and Evault
* Knowledge of ADSL and WiFi technologies
* Knowledge of RIM Blackberry, HTC, Mobile 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)
This job was originally posted as www.jobsite.co.uk/job/959484817