1st Line Support Analyst

Stl Technology Solutions
Lower Darwen
12 Feb 2019
02 Mar 2019
Contract Type
Full Time

We currently have a vacancy for a 1st line support analyst to join our leading IT company based at our offices in Darwen.

STL Technology Solutions is one of the UK’s number one Cash & Carry systems providers and technology solutions experts. We also offer EPOS support for some major retailers.

Our business is complex, fast-paced and growing rapidly. At STL you'll get the chance to take on exciting challenges and the freedom to innovate and develop your skills.

You will enjoy working in a dynamic, fast paced, professional environment and should have excellent customer service skills and broad knowledge of IT. Be confident, friendly and approachable with a good telephone manner and able to communicate with staff who have varying IT Knowledge.

Key duties and responsibilities

  • Answer incoming telephone calls from customers
  • Accurately log all the Customer/Caller details
  • Initiate first contact with customer be it by taking a call or responding to the new case
  • Manage any procedural issues before escalating incident
  • Implement Knowledge Document resolutions to Known Errors
  • Implement resolutions derived through own technical knowledge
  • Accurately log the required Incident details
  • Assign Incidents the correct Priority rating
  • Liaise with manager on escalations and complaints
  • Keep the customer updated with progress on owned calls
  • Stock Management
  • Hardware configuration as necessary
  • Manage courier dispatches
  • Responsible for the hardware warranty/out of warranty repair cycle

Working Hours

37.5 hours per week

Essential Skills & Experience

Excellent Customer Service Skills

1st line support experience

Flexible and adaptable to change

Working as part of a team but also being able to use initiative and work solely

Knowledge of all Windows Platforms

Flexible in attitude

Positive can-do approach

Desirable Skills & Experience

Cash & carry warehouse / EPOS Hardware and Software Knowledge

Basic Knowledge of SQL

STL Technology Solutions offer a very competitive salary of £20,000 - £23,000 (dependant on experience) you can also expect great benefits such as Life Assurance, Contributory Pension, Cycle to work scheme along with many more. A great location, a friendly working culture as well as opportunities to further your career.

To apply for this job, please send in your CV and cover letter

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