1st Line Helpdesk Analyst

10 Oct 2018
14 Oct 2018
Contract Type
Full Time
Purpose of the role

The 1st Line Helpdesk Analyst is a fundamental role within our support function and is responsible for providing a professional, efficient and customer responsive support service to our extensive customer base.

Key responsibilities

First point of contact for all incoming queries

Ensure support case details are accurate and up to date

Manage customer expectations and provide regular updates on the status of the support case in line with SLAs

Collate, analyse and interpret customer data

Management and ownership of support cases through to resolution

Provide high quality, good practice advise and guidance

Skills and experience

The ability to assimilate information from multiple sources to find the cause of a problem

The ability to confidently communicate with all customers and display excellent levels of service

You can work effectively within a team with minimal supervision and using your own initiative

A level of creativity and flair in solving problems

A natural can-do approach

The ability to drive a difficult situation or task through to conclusion, sometimes under pressure

Initiative to achieve goals

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