1st Line Support Analyst

C4S Search Ltd
Swindon, UK
10 Aug 2019
17 Aug 2019
Contract Type
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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