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1st Line Analyst

vertex-it-solutions
Job LocationGreenhithe
EducationNot Mentioned
Salary20,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

Working as part of a team on the 24/7 Service desk, you will play a key role in the delivery of high-quality support, providing exceptional customer satisfaction and a personalised service.This role may contain aspects of both home and office-based working.You will be Accountable and Responsible for parts of the following processes.

  • Incident Management
  • Problem Management
  • Major Incident Management
  • Knowledge Management
This role requires strong communication skills, along with troubleshooting, problem-solving and technical skills using various diagnostic tools. Like all customer-facing roles this can be challenging. Within an exciting and growing organisation, you must possessboth a strong character and strong inter-personal skills which you will use to guide customers through situations, providing the highest levels of resolution, support and customer satisfaction.You will be required to work various shifts in a 24/7/365 service desk environment, including bank holidays. Unsociable hours payments will be paid where applicable.Key Responsibilities:
  • Answering incoming telephone calls.
  • Being the first point of contact for escalated issues, questions, or concerns.
  • Provide exceptional communication between the Service Desk (s), end users and resolver groups.
  • Resolution and fulfilment of Incidents and Service Requests according to priority
  • Effective ticket Management using all ITSM toolsets, including but not limited to Categorisation, Update and Resolution of Tickets
  • Ensuring that the Incident continues to be worked on and is resolved within the specified SLA.
  • Perform initial diagnosis of all Incident Records with an aim of achieving First Contact Resolution (FCR)
  • Functionally escalate Incidents to the appropriate Resolver Group when not able to achieve First Contact Resolution
  • Raising Work Orders for engineer attendance and assisting if necessary.
  • Management of personal and team email inboxes, Including incidents, requests, chases, and 3rd party maintenance notifications.
  • Following Security admin, Information security, and GDPR processes.
  • Implementing and executing the standard Incident management process.
  • Adhering to the standard Major Incident management process.
  • Escalating all Major Incidents immediately to the Incident Manager.
  • Meeting or exceeding Key Performance Indicators as set out by management.
  • Monitoring customers network and server infrastructure utilising specific toolsets
  • Any other reasonable duties
Key Skills:
  • Ability to multitask - Sense of urgency; maintain a positive attitude.
  • Excellent telephone presence with organized follow-up skills
  • Excellent verbal and written communication skills
  • Strong customer focus; service-oriented attitude
  • Strong organizational skills, attention to detail, and follow up skills.
  • Ability to work independently and as part of a team.
  • Must be able to work in a fast paced, multi-tasking environment and maintain production and quality standards.
  • Ability to handle stressful situations and demonstrate a potential for strong problem-solving skills.
  • Strong commitment to knowledge sharing and communication.
  • Familiarity with ITIL best practices
  • Microsoft Office Suite
  • Microsoft Windows OS
  • Microsoft Exchange / O365 / Active Directory administration
  • Basic understanding of networks
  • Basic understanding of IT Infrastructure.
  • Basic understanding of PC hardware and peripherals
Experience:Essential
  • Customer service
Desirable
  • 1 Years experience in a ServiceDesk Role
  • Monitoring toolsets (SolarWinds / Nagios etc)
  • ITSM Tools (ServiceNow/Remedy Force/LanDesk etc)
Supporting:
  • Office 365
  • Microsoft Office
  • Microsoft Windows OS
  • Active Directory
Qualifications:
  • Desirable
  • ITIL Foundation V3 or V4
  • MTA Windows Operating System Fundamentals
  • CompTIA A+ Essentials
  • CompTIA A+ IT Technician

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