1st Line Support Analyst

Fresh Recruits
Dorset, UK
18 Sep 2019
22 Sep 2019
Contract Type
Full Time
Job Title: 1st Line Support Analyst

Job Type: Permanent, full-time

Location: Poole, BH12 (close to Tower Park)

Salary: £18k starting salary p/a, inc benefits.

Are you currently seeking an exciting opportunity to become part of a friendly and professional team in an established company who value their staff members in a Trainee IT Support role? If so, please read on as this could be the role for you...

Our client provides excellent software products and solutions to commercial clients across the UK. They are currently recruiting for someone with an IT qualification or a small amount of IT experience to take on a Trainee IT Support job in Poole (close to Tower Park).

This Trainee role would suit candidates who are looking for an IT support position where they can improve upon their skills and gain maximum success.

Job Overview:

The successful candidate will provide call handling and basic 1st line support to customers, ensuring the highest level of service is provided. You will be responsible for accurately logging new queries and updating existing queries, communicating with the rest of the Support Department to keep Support Analysts and customers up to date on the progress of tickets. You will also be responsible for maintaining account and customer records within the CRM system.

Duties and Responsibilities will include:

Logging new tickets and keeping existing tickets up to date.
Acquiring updates from Support Analysts on existing tickets and feeding information back to the customer.
Providing a quick first response to customers.
Providing basic IT technical support, resolving tickets at the point of logging where possible.
Communicating with the department when high priority tickets are logged and/or when tickets are chased.
Relaying updates from Support Analysts to customers.
Setting customer expectations in terms of timescales and required actions.
Maintaining account and customer records within the CRM system.
Recommending new knowledgebase articles and suggesting edits to existing articles based on tickets being logged.
Establishing 'support tunnel' connections to customer sites.
Applying patches to customer systems.
Providing technical services to set up new PCs and printers.

Knowledge and Experience required:

A background in IT/technical support
Previous experience of working on a support help desk advantageous
Excellent communication and customer service skills
An aptitude for problem solving
Qualification at degree level or equivalent in related subject
Experience in working with CRM systems desirable

Salary and Benefits

£18,000 with annual reviews
Excellent Company Benefits Package
Monday - Friday 8.30am - 5.30pm
22 - 25 days holiday
Free Parking

Ref: 9103

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