Helpdesk Support Analyst

Erin Associates
09 Dec 2018
20 Jan 2019
Contract Type
Full Time
Helpdesk Support Analyst – Northampton - £24,000

This advanced solutions provider requires a driven and self-motivated Helpdesk Support Analyst to join their busy technical services team and motivate those around them. They are based in Northampton and they will offer you an excellent salary and benefits package. The key to this role is exceptional customer service and the ability to deliver application support.

The Helpdesk Support Analyst will be responsible for:

- Incident management and the classification of all new requests.
- Monitoring customer support tickets and ensuring the response time is an average of 15 minutes for new tickets
- Ability to recongise trends in repeated issues and raising issues
- Training new and existing members of the team and ad hoc training of clients
- Ensuring both Service Desk logging system and support forums are kept up-to-date
- Raising awareness of high volumes of call flow when required
- Updating the relevant teams on known or new bugs escalating for further investigation

The following skills and experience are required:

- Exceptional customer service
- Proven track record support/helpdesk environments
- Able to identify and investigate issues, managing incidents through resolution or escalation
- Proven track record of speaking to users and call logging
- Familiarity of incident management and ITIL principles

The company have an excellent reputation within their sector. They really look after their employees by offering structured training, the opportunity to develop your technical knowledge and a clearly defined career path. On top of this, they offer excellent remuneration including a number of schemes to truly recongise and reward their staff.

Email your cv for consideration to (url removed)
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