1st Line Technical Support Analyst

Radley Recruitment
Southampton, UK
17 Aug 2019
25 Aug 2019
Contract Type
Full Time
1st Line Technical Support Analyst - Salary c£20,000 DOE + Excellent Benefits

Based: Southampton

Our client is searching for an experienced 1st Line Technical Support Analyst who will be the First point of contact for all calls. It is your responsibility to ensure that calls are answered within the KPIs. Issues are logged both by email and telephone, and B2B for all customers.

Key Responsibilities:
  • Follow processes/diagnostics (1st fixes) to establish the problem on site
  • Where possible take call to resolution within agreed SLAs
  • Escalate issues and ensuring the correct people are aware of any issues
  • Log & update all calls on call management system & in some cases certain 3rd party systems
  • Ensure that call management systems are up to date with all necessary relevant information
  • Provide software support using Remote Control/Access systems, following basic processes and diagnostics to establish the exact problem on site and implement fixes
  • Provide Technical support for engineers/third party engineers on site, escalate to 2nd Line if necessary
  • Discuss issues with customer and in some cases third party companies ensuring you leave them confident in your ability to provide the support required
  • Notify management and the Customer management team via email using the agreed escalation procedure for all high level issues, with regular updates as per procedure
  • Ensure that all system alerts are dealt with in a proactive manner and will be expected to provide support to the Operations Team & Service Desk Administrator
  • Assist with Implementation of new software, hardware releases and adhoc rollouts
  • Ensuring that procedures are followed and installations double checked at all times

Essential Skills and Experience:
  • Good academic record including Maths & English NVQ1/GCSEs and above
  • Excellent Customer Service Skills including; Problem analysis/problem solving
  • Experience in Windows Operating System ranging from 2000 - Windows 7
  • Working knowledge of Network infrastructure, Borland & SQL, Visual Basics & C#, Microsoft office. Ideal candidate will have previous experience of Petrol forecourt systems, Card Payment Processes or Remote Connections
  • Outstanding attention to detail and excellent oral and written and communication skills
  • Ability to work in a pressurized environment with an understanding of SLAs and KPIs

This is an exciting role for a candidate who wants to develop their career as a 1st Line Technical Support Analyst and join a dynamic fast growing and progressive business. Apply today or contact us for more information.

Radley Recruitment is dedicated to helping you find your next career move, so if you are looking for a new role, submit your CV to us and we can help you find that perfect job.

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