1st Line Service Desk Analyst

£18000 - £22000 per annum
22 Jan 2019
14 Feb 2019
Recruitment Genius Ltd
Contract Type
Full Time
Are you a people person? Do you like to help people? Do you like to fix problems and do you get satisfaction that you've helped people overcome issues? Do you thrive on sharing your knowledge and making IT simple and not a "black art"?

You need to have had at least 1 year experience supporting IT systems at the first line to ensure you have the skills and demonstrable knowledge to deliver effectively in this role.

The role requires excellent time management along with the ability to get to the root cause of an issue. Strong organisational skills with the ability to think clearly and prioritise incidents and requests from multiple customers will be extremely important. A great telephone manner is essential.

To be successful you will need to demonstrate that you can achieve the following:-

- To provide 1st line technical support for our client's issues providing technical resolutions whilst keeping the client informed throughout the life cycle of their ticket of the status of their ticket.

- To diligently follow the processes in place to administer tickets ensuring accurate and detailed information is recorded for every action and you fully read and understand the request before commencing delivery.

- Working as part of a team with colleagues within the business is essential, as each area's activities have a direct effect on the other. This is an essential requirement, you must be a team player.

- To manage clients expectations and build positive working relationships.

- To communicate with clients in a positive and professional manner to both set an expectation and to ensure every action is fulfilled to the client's satisfaction.

- To attend daily huddles providing feedback on your tickets and KPI's and provide any relevant feedback on improvement opportunities.

- To work to and understand the standards and requirements of ISO9001 and ISO27001:2013 as relevant to the role at all times.

Working pattern - 8 Hours between 8am and 6pm Mon-Fri with occasional weekend working as paid overtime.

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