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1st Line Support - Edinburgh - 3 Months

Harvey Nash
Closing date
20 Sep 2021

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Technology & New Media
Contract Type
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Harvey Nash's public sector client is currently looking to recruit a 1st line Support Analyst to join them on an initial three month contract. The client is based in Edinburgh, however, this role will be home based until restrictions are lifted further.

Main Duties:
  • Respond to Priority 1 and Priority 2 telephone calls from customers within 5 rings of being assigned through the Mitel Contact Centre client.
  • Ensure customer telephone call duration does not exceed 5 minutes where possible.
  • Actively promote the use if iFix for logging faults and requests during telephone calls and ensure that the customer is guided through using iFix the portal.
  • Provide 1st line diagnosis and 'quick fix' resolutions where appropriate within the 5 minute call time frame. Beyond that, a ticket should be logged/assigned to the appropriate 1st or 2nd line team to progress.

This role has been deemed inside IR35, therefore, the use of an Umbrella company is required. Applicants must hold a valid Basic Disclosure Scotland certificate. Please click the link to apply.

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