1st Line Support Analyst

3 weeks ago

Manchester, United Kingdom Global Freight Solutions Full time

**Main Areas of Responsibility**:

- Act as first point of contact for Product Support issues and requests, working with internal and external customers to resolve or escalate their technical issues and fulfil their requests.
- Contribute to the onboarding of new GFS customers.
- Completion time-sensitive support-related administration activities.
- Deliver support using the department's Standard Operating Procedures, guides, and toolsets consistently and persistently.
- Log trouble tickets into Zendesk ticketing system.
- Classify and prioritise incidents and requests.
- Diagnose, troubleshoot, resolve incidents and problems, escalating where appropriate.
- Escalate tickets to the Second-Line support queue where Support Analyst cannot resolve.
- Monitor business escalation channels.
- Keep affected users informed about progress against tickets.
- Complete barcode range checks, requests, allocations.
- Review and action alert and exception reports.
- Update access rights.
- Participate in the technical and administration of customer onboarding, installs, and requests.

**Education and Experience**
- Essential:_
- Focussed and organised in delivering fast and high-quality support service.
- Demonstrable first line experience within a technical role.
- Personal Attributes:_
- Natural trouble-shooter and problem solver.
- Good customer service approach and team player.
- Excellent written and verbal communications.
- Able to manage own work plan and work efficiently in a remote environment.

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