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Job Location | Manchester |
Education | Not Mentioned |
Salary | 22,000 per annum |
Industry | Not Mentioned |
Functional Area | Not Mentioned |
Job Type | Permanent , full-time |
1st Line Support Analyst Wilmslow, Cheshire£22,000The RoleThe IT Service Desk is the single point of contact for all IT services, requests, and incidents. The IT Service Desk is a busy, dynamic, fast paced team, servicing 6 individual businesses and over 1000 colleaguesYou should have excellent customer service skills and broad knowledge of IT. Be confident, friendly and approachable with a good telephone manner and able to communicate with staff who have varying IT Knowledge. Having an eye for detail and accuracy is essential.You will have 1-2 years experience within IT service desk or demonstratable customer service skills with an aptitude for technology.DutiesInclude but not limited to:* Receives and handles requests for service, following agreed procedures and SLA, accurately and to a high-quality originating from our portal, e-mails, telephone, and face to face.* Logs incidents and service requests and maintains relevant records:o Identifies and classifies incident types and service interruptionso Records incidents cataloguing them by symptom and resolution* Provide 1st line technical support * Acting as customer liaison and delivering an excellent customer experience* Take ownership of user requests and be pro-active when dealing with user issues* Providing updates to the customer on the progression of their call* Administration of required systems and documentation* Liaising with 2nd and 3rd line support teams and 3rd party / vendor support teams* Escalating calls where necessary, monitoring 2nd and 3rd line SLAs* Maintain the IT asset register* You will be required to travel to other offices as and when required* Support hours are currently 8am to 6pm Monday to Friday, with a shift rota.Skills* Telephone and face to face customer service skills* Empathy and understanding of customer needs* Effective organisation and time management skills* A good technical understanding of computers, networks and communications systems* Exceptional attention to detail* Ability to work accurately under pressure* Excellent communication and interpersonal skillsTechnologiesKnowledge and experience in the following will be advantageous.* Knowledge of Windows 10, M365 & Active Directory* ITSM Tools* MS Outlook* MimeCast* iOS / iPhones / iPads* Go To Assist, GoToMyPcIf this sounds like you, click apply below!
Keyskills :
'1st Line Support''1st Line Support Analyst'