Junior Service Desk Analyst/ First Line Analyst
3 days ago
Junior Service Desk Analyst
Technical Service Desk Experience - Ideally 1 year plus experience or Graduates would be accepted.
9-5pm Monday to Friday.
Description
This is a technical support service desk role, although our client is looking for someone with strong customer service skills and some training will be provided but someone with basic technical skills would be preferable.
The Analyst should ideally have some basic knowledge and working experience of Network and Infrastructure troubleshooting and maintenance.
**Responsibilities**:
*Gathering information to resolve Incidents or Service Requests
*Remote support, which will often involve speaking with the customer, so good
communication skills are required.
*Act as the 1st point of escalation for any and all cases that would require
technical knowledge
*Identify, recommend, develop and implement end user training programs to increase
computer literacy and self-sufficiency.
*Assist development and communication of help sheets, usage guides and FAQs for end
users.
*Assist the development, implementation and administration of service Centre staff
training procedures and policies around newly introduced software and hardware.
*Contribute to escalated problem resolution by giving in-person, hands-on support to
end users when necessary.
Personal Attributes
*Passion for customer excellence
*Strong customer service orientation.
*Proven analytical and problem-solving abilities.
*Ability to effectively prioritize and execute tasks in a high-pressure environment.
*Good written, oral, and interpersonal communication skills.
*Exceptional interpersonal skills, with a focus on listening and questioning skills.
*Ability to conduct research into root-cause issues and products as required.
*Ability to present ideas in business-friendly and user-friendly language.
*Highly self-motivated and directed.
*Keen attention to detail.
*Team-oriented and skilled in working within a collaborative environment.
Global Technology Solutions is acting as an Employment Agency in relation to this vacancy.
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