1st Line Support Engineer / IT Helpdesk Analyst

Bluetownonline Ltd
11 Feb 2017
11 Mar 2017
Contract Type
Full Time

Job Title: 1st Line Support Analyst

Location: London Docklands, E14

Reports to: Chief Technology Officer

Salary: £22,000 + Competitive benefits package

Position: Permanent, Full Time

The company, a leading Retail Data Analytics Company, requires a 1st Line Support Analyst. The successful applicant will have a working knowledge of databases and Microsoft Windows and the ability to demonstrate initiative, commitment, good communication skills, a good telephone manner and the ability to put customers first and think on their feet.

Traditionally leading to a position within the company as a Business Intelligence Consultant, this role would suit a determined and pro-active person seeking employment within a successful Company with a clearly defined career path. The Candidate will ideally have knowledge in and experience of; Software Release and Deployment, accurate documentation and time management.

Main Objective:

The primary objective of the helpdesk is to provide an efficient, timely and effective problem solving service to the company's customers.

Key Responsibilities:

  • Respond to helpdesk incoming calls and emails
  • Log all support calls in a timely and effective manner
  • Assess technical problems and solve simple issues
  • Escalate complex problem to relevant consultant or developer within a reasonable timeframe
  • Keep customers up-to-date and provide accurate estimated resolution times
  • Maintain and update the CRM system and ensure the knowledge base kept is relevant and accurate
  • Provide basic analytic product support to the user community
  • Support the Consultants in general duties such as software upgrades or other companywide initiatives
  • Use information logged to provide the Software Development Manager with weekly log statistics and trends
  • Update and write technical documentation as and when required

Experience and Technical Skills

  • An understanding of Microsoft Windows
  • An understanding of SQL
  • An understanding of Corporate Data and Databases
  • Previous helpdesk experience is a compulsory requirement

Please click the APPLY button to send your CV and Cover Letter for this role.

Candidates with the experience or relevant job titles of: IT Support Engineer, IT Service Engineer, IT Service Desk Technician, 1st Line Helpdesk Engineer, IT Support Technician, 1st Line Support Engineer, Support Technician, IT Support Engineer, 1st Line Support Technician, Technical Support, IT Support, Hosted Technical Support Engineer, 2nd Line Support may also be considered for this role.