1st Line Support Analyst

4 days ago


Newcastle Upon Tyne, United Kingdom Hays Specialist Recruitment Limited Full time

1st Line Support Analyst Newcastle - On Site £25,000 DOE Permanent

HAYS Technology are currently looking to recruit for a 1st Line Support Analyst.
on a permanent basis within a professional services environment.
As 1st Line Support, you provide entry level support to internal employees within the business, acting as the first point of contact in relation to technical, telephony and case management queries via the help desk.

Key Responsibilities
- Monitor and respond to user support requests submitted to the help desk
- Assist with IT and Change issues via telephone or in person
- Liaise directly with external providers to assist in resolving issues
- Take a lead role in setting up new starters and processing leavers
- Complete daily and weekly IT administration tasks accurately
- Ensure compliance with Information Security Policies including data confidentiality and the operational security of the Information Systems used.
- To ensure you uphold the Core Values of the business.
- Any ad hoc or additional duties as deemed fit and appropriate by the Management Team for this post and the associated level of responsibility attached to it
Measures of Success
- Gaining knowledge of the case management system
- Responding to user support requests in a timely manner to ensure that deadlines are met
- Providing effective IT support services both onsite and remotely
- Building effective working relationships with both internal and external customers, to ensure operational and service excellence is delivered and maintained
- Ensure that all incidents are responded to and closed
- Ensure accurate documentation is created for all project's
- Achievement of project targets
- Completion of Proclaim Case Management courses
Person Specification
- Entry level understanding of IT infrastructure
- Strong communication and telephony skills
- Up-to-date knowledge of the latest IT and software trends
- Ability to work towards shared goals and objectives
- Experience of demonstrating effective team working within a commercial environment
- Cooperative and flexible approach
- Ability to identify where problems may arise and adopt a solution -focused approach
- Demonstrate effective communication and good interpersonal skills
- IT literate
- Commitment to own personal development

What you need to do now



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