Junior Technical Support Analyst
4 days ago
We are currently recruiting for a Junior Technical Support Analyst. As the first line service desk technical support, you will be responsible for providing excellent customer support to all end users seeking IT assistance. The position’s key responsibilityis for taking customer contact and resolving customer queries, or escalating their issues to an appropriate member of the IT Department. Additionally, managing IT incidents and requests to ensure they are being resolved to the highest standard and in the quickesttime possible.
As one of the largest healthcare providers in the UK it’s important to us to couple great care with meaningful and enjoyable experiences.
**As aJunior Technical Support Analyst, you will**:
- Be representing customers’ needs internally within the IT department.
- Logging all calls into a central IT Service Management system.
- Escalating unresolved issues to senior team members when necessary.
- Referring incidents to third party support partners and managing their progress to resolution.
- Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue.
- Approach the customer with a positive mentality at all times.
- Ensure customers are receiving the highest level of support at all times.
- Supporting 2nd line activities
- Provide updates and advise on existing issues when required.
- Assist with updating data in the IT management system.
- Monitor the IT Service Desk call log and ensure that all calls are being progressed, chased and escalated
- Assisting as required in all other operational work of the team,
**To succeed you will be**:
- Ability to conduct research into a wide range of computing issues as required.
- Ability to absorb and retain information quickly.
- Ability to present ideas in user-friendly language.
- Highly self-motivated and directed.
- Keen attention to detail.
- Proven analytical and problem-solving abilities.
- Ability to effectively prioritise and execute tasks.
- Exceptional customer service orientation.
- Experience working in a team-oriented, collaborative environment.
**We offer you a great range of benefits, which include**:
- Competitive salary
- 25 days holiday plus bank holidays
- Flexible working from home and office.
- Access to excellent training
- Career development opportunities
- Discounts and benefits suited to your lifestyle
- Free onsite parking
- NEST work place pension contributions
- Long service awards
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