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First Line Support Analyst
4 months ago
**The main purpose of role**:
Reporting to the Support Desk Manager, the Request Fulfilment Support Desk Analyst is responsible for assisting the end user in the daily setup of requested items and accounts as well as adhoc housing keeping tasks when required.
To act as first contact for any service request that comes into the Support Desk via any of the platforms available.
**The key accountabilities of role**:
- Resolving requests that have been made by the customer
- To liaise with 3rd line business partners in support of the above.
- To liaise with both software and hardware technicians to resolve any issues that may occur
- To be aware of Service Level Agreements and act accordingly.
- Have a flexible and mature approach to the working environment and those around them
- Work adhoc on tasks requested by the Support Desk Team leader
**The critical activities of role**:
- Collaborating with others to exchange information and ideas in order to resolve problems and provide an expert resource within the Service Desk environment.
- Showing persistence in a task despite contradictory and tight time constraints.
- Demonstrating an understanding the policies and values at both location and department level.
- Having the ability to cope with foreseeable but unavoidable stressful situations, strong and consistent criticism experienced at regular intervals within the Service Desk environment.
**The Incident Support Analyst will ideally express**:
- At least 12 months previous experience of working in a busy highly demanding office environment
- Strong Administration Skills
- Keen Attention to Detail
- Strong Customer Service Skills
- An ability to build and develop a broad range of personal contacts for the exchange of information and ideas, in order to be able to assist customers with problems and queries they may have with software packages.
- Persistence in dealing with difficult tasks over a period of time and showing perseverance in reaching an objective despite obstacles.
- Commitment to delivering a high quality Support Desk and demonstrating empathy with customer’s point of view.
- The ability to maintain effective work performance, remaining calm and self
- controlled when under pressure. Listens to constructive criticism from others without becoming defensive...
- Ability to work conscientiously and efficiently within own work routines paying attention to detail to minimise errors.
- Flexible thinking style to problem solving and looking beyond symptoms to identify root causes.
- Good communication skills, asking questions to clarify understanding, listening attentively to users and pass information accurately and effectively.
- Understanding of the different functions of the business and work within the standard operating procedures, rules and regulations.
Being flexible when required in terms of working hours.
**Experience or knowledge in the following**
- O365 Administration
- VOIP Telephony
- Active Directory
- ITSM Ticket Logging Systems
- ITIL
- CRMs
- Citrix
