1st Line Support / Software Support

Kinetic Office Recruitment Ltd
£17,000 - £20,000
18 Mar 2017
17 Apr 2017
Contract Type
Full Time
1st Line Support / Software Support
£17,000 - £20,000


Our leading technology client are looking for a 1st Line Service Desk Analyst to join their UK customer services team. Here you will receive incoming customer queries and technical issues on a wide range of products, and help to ensure that these are categorised, logged and responded to appropriately.

Key Duties:

- To be the first point of contact / technical support for customer queries and issues.
- Manage 3rd party technical support issues in line with customer support contracts.
- To build and maintain relationships with customers through an understanding of the Company's products and the Customer's environment (Telephone, Written, Face to Face)
- Ensure that all incidents and other requests are recorded and categorised accurately and with as much detail as possible
- Able to recognise Requests for Enhancement and ensure that customer RFE's are clearly categorised and documented
- Search for known solutions and advise customers as necessary, including the provision of documentation where necessary.
- Contribute to building and maintenance of strong customer relationships and satisfaction by provision of efficient call management and resolution as well as clear and unambiguous communications.
- Manage own workload in cooperation with team colleagues to ensure that all enquiries are completed within SLA.
- Provide clear, concise documentation on solutions to enable customers or staff to be able to repeat the process
- Be the first point of contact for incoming customer contacts and respond within SLA targets.
- Provide customer support on Windows Desktop where customers have an ICT support contract to achieve resolutions at first contact.
- Analysis of incoming software calls to identify faults, service requests and requests for enhancement.
- Maintain call management system and knowledgebase.

Person Specification:

- Previous Service Desk Analyst / 1st Line Support or Helpdesk experience ideally supporting external users in a business to business or business to customer environment
- Previous software support experience
- Strong verbal and written communication skills
- Highly customer focused, be able to calmly and rationally talk to customers who are in a stressful situation, and empathise with the level of difficulty this is causing.
- Enthusiastic and determined
- Must have a positive "can do" attitude showing resourcefulness
- Technical aptitude

Please note that due to a high volume of applications across all our adverts we are only able to respond to those who have been shortlisted. If you haven't had a response within 48 hrs please assume you have been unsuccessful.