1st Line Support Analyst

Recruiter
C4S Search Ltd
Location
Swindon, UK
Salary
Competitive
Posted
10 Aug 2019
Closes
17 Aug 2019
Ref
1200133450
Contract Type
Permanent
Hours
Full Time
My client who are a well established service provider are looking for a 1st line support professional to join their team on an interim basis.

Role details
  • To log, manage and resolve client issues to the client's satisfaction.
  • To manage the resolution and communication with the client in a manner that delivers user satisfaction and client retention.

What the Job Is

Logging and Managing end user calls
  • Quickly answer incoming calls using the agreed response
  • Log the call and allocate a agree a priority rating with the client
  • Update the call in CRM with each action
  • Review the call stack hourly to re-prioritise and/ or review with Supervisor
  • Use server monitoring to identify issues to be logged and resolved
  • Carry out checking of support mailbox to identify calls to be logged
  • Agree call closure with client for every call before closing on CRM

Delivering Technical Fixes
  • Attempt first time fix in all cases and then establish next action if this is not successful
  • Follow escalation procedure when requiring 2nd line assistance
  • Identify gaps in technical documentation and populate or raise to Technical Consultant to aid future fixes

The Technical Knowledge and Skills You Need
  • Qualifications desirable (not essential), A levels, HNC / NVQ ICT, MCP
  • If from a previous IT role, experience of

o Setting up new users

o Password resets

o Desktop troubleshooting

o Software Installs

o Printer issues

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