Technical Solution Analyst - 1st Line (Hardware and Software)

Wolverley Village
12 Mar 2018
14 Mar 2018
Contract Type
Full Time

We are looking to recruit 1st Line helpdesk support in the Midlands. Based at our Kingswinford office you will be providing effective and efficient remote fault resolution to Altodigital’s external customers in a helpdesk environment.

Key responsibilities:

Proactively monitor all customer requests for technical service support to resolution

Maintain excellent levels of customer service through consistent levels of performance and achievement of service KPI’s

Monitor and respond to all calls

Engage with the customer to diagnose and work through desktop and Infrastructure faults to resolution using remote access software

Escalate calls where a remote session dos not resolve the fault and further diagnosis is required

Support 2nd line help desk and Field Service Engineers through regular communication, updates and feedback

Accurate input and update of records on internal management system

Focus on achievement of service KPI’s through effective and efficient routing

Liaise with and establish working relationships with internal customers to ensure departmental compliance with all group and departmental policies

Essential Skills:

You will have a thorough understanding of fault diagnosis and resolution

Proven customer service experience and excellent communication skills

Knowledge of:

Microsoft office software platforms

MS desktop and server operating systems and virtual server environments an advantage

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