IT Service and Support Analyst

3 weeks ago

Kettering, United Kingdom The ONE Group Ltd Full time

IT Service and Support Analyst

Great chance for an IT service professional to join a household name brand with a real time Ecommerce customer website and an established IT team of 10.

You will need excellent customer service skills as this role is IT service focused and the customers support journey is paramount.

No commercial IT experience required, happy with people out of education and you will receive full training on their point of sale software solution aswell as other IT Hardware and desktop products.

You will work with a top management function and it’s an excellent environment for tech development/progression.


Role/Responsibilities

Support franchisees in all IT related incidents/service requests.

Where possible provide first call resolution for all IT related incidents/service requests.

Log all incidents/service requests within ticketing system.

Own incidents/service requests or escalate to 2nd / 3rd line support where necessary.

Work to SLA thresholds for all incidents / service requests.

Dedicated to meeting the expectations and requirements of internal and external customers

Establishes and maintains effective relationships with customers at all times

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