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1st Line Analyst

4 months ago

Croydon Cambridgeshire, United Kingdom Vertex IT Solutions Ltd Full time

We are looking for a highly motivated individual for an entry level position within a well-established IT organisation. Working within the Service desk, you will play a key role in delivering high quality customer support and user satisfaction. In this role, you will require strong communication skills, along with creative problem-solving and basic knowledge of IT systems

Key Responsibilities:
– Resolving 1st line incidents and requests
– Taking ownership of end user faults and bringing them to a successful resolution
– Providing regular feedback to clients re the status of their tickets
– Providing exceptional communication between the service desk, end users and resolver groups
– Meeting and exceeding customer specific service level agreements (SLAs)
– Proactive Management of tickets raised with 3rd party resolver groups
– Utilising various remote access tools when necessary
– Liaising and assisting Field Engineers on client sites
– Following internal processes for assigning tickets to the correct department or individuals

Experience:
– Technical awareness and literacy of Microsoft Office products
– Demonstrable experience of Windows 7/10 environment
– Microsoft Exchange / Active Directory administration
– Microsoft Server Essentials (desirable)

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