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1st Line Support Analyst

1st Line Support Analyst - Wilmslow - £22,000


The Role


The 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 colleagues
You 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 an IT service desk or demonstratable customer service skills with an aptitude for technology.


Duties
Include 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 interruptions
o 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 proactive 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 8 am to 6 pm 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 skills


Technologies
Knowledge 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, GoToMyPc


If this sounds like you, click apply below!


  • Start: ASAP
  • Rate: Up to £22000.00 per annum
  • Location: Manchester, England
  • Type: Permanent
  • Industry: IT
  • Recruiter: 2MES
  • Contact: 2M Employment Solutions
  • Tel: 02392 387722
  • Email: to view click here
  • Posted: 2022-05-25 17:30:59 -

  • View all Jobs from 2MES