First Line Analyst

Hays Talent Solutions
Milton Keynes
14 Apr 2018
18 Apr 2018
Contract Type
Full Time

Providing users front line helpdesk support, performing a range of technical tasks.

First Line Analyst
This role involves providing users front line helpdesk support and will involve performing a range of technical tasks assisting with any hardware and software issues.
Taking approximately 20 -30 calls per day from users with technical issues, trying to resolve at first contact.
Logging all calls and tickets with details of user issues using Remedy Call Management system.
Managing your queue of tickets, making sure all tickets are updated at least once per day.
Resetting passwords using Active Directory.
Remotely accessing user's workstations to troubleshoot the issue.
Troubleshooting Microsoft software issues with emphasis on Outlook, Word, Excel and PowerPoint
Respond efficiently to enquiries and effectively resolve any issues.
Escalate complex incidents to appropriate support members in line with company processes to ensure customer demands are met.
Evaluate and chase up escalations appropriately to ensure customer demands are met
Following security processes in line with company processes and regulations.
Working to Service Level Agreements, such as duration to resolve the issue and average call handling time.
Provide a high level of customer service to internal and external customers.

Skills and Experience
Previous experience working within a customer focussed environment.
Previous IT Desktop service experience would be advantageous, although not mandatory - but candidates should have a good understanding and working knowledge of IT desktop concepts
Positive 'can do' attitude
Able to work under pressure
Enthusiastic and willing to learn.
Excellent telephone manner and good interpersonal skills.
Demonstrates an organised approach to work.
Demonstrates customer service to a high standard.
Strong attention to detail and accuracy in all work.
Articulate and methodical in approach
Basic literacy and numeracy skills.
Team Player

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