1st Line Support
2 days ago
**1st Line Support Analysts - Does your company offer you the following**:
- **Up to £32K dependent on experience**:
- **32 days holiday plus bank holidays**:
- **Awesome Shift Rotation**:
- **Hybrid Working**:
- **GP Service, Bupa**:
- **Healthcare**:
- **Pension**:
- **Flexible working.**
If the answer is no, please contact me for a confidential discussion.
**About The Role**
- Receiving, logging and managing calls from internal staff via various channels.
- 1st line support - troubleshooting IT related problems
- Take ownership of customer problems, following up the status of problems on the customer's behalf.
- Maintain a high degree of customer service for all support queries and adhere to all service management principles.
- Aim to deliver an 80% first time fix rate on all Incidents.
- Effective and accurate escalation of issues to appropriate teams in a timely fashion to alleviate the risk of breaching SLAs.
- Arrange and assist external technical support as appropriate.
- Ensuring effective and accurate handovers are completed at the beginning and end of shifts.
- Providing cover for the 1st line team during busy periods. Including phone cover and assisting with any unassigned tickets when volumes are high.
- Providing cover for the 2nd line desktop team where required during core hours. This will include hardware tasks, new starter kit provisioning and working through any tickets that are escalated via the 1st line team.
- Managing the IT user admin joiners, movers and leavers process.
**Shift Pattern**
- 08:00 to 16:00 or 12:00 to 20:00 midweek
- 20:00 to 08:00 Monday to Sunday
- 08:00 to 20:00 Saturday and Sunday
- Full shift rotation info can be provided on request.
**Essential Requirements**
- Experience of working as either 1st or 2nd line in a busy environment, supporting 2000+ customers.
- Significant experience working with high profile, VIP customers, in a demanding and time critical environment.
- Ability to troubleshoot and understand the customers' requirements, to be able to deliver the right solution to meet their 'needs' rather than their 'wants'
- Excellent written and communication skills.
- Microsoft Windows 10 / Microsoft 365 certifications
**Beneficial Requirements**
- Microsoft Windows 10
- Microsoft Office 2016 or above
- Exchange 2016 / 365
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