First-line Support Analyst
1 week ago
First-Line Support Analyst
- Providing remote first-line support to digital screens clients
- Answering calls from clients and raising support tickets
- Taking ownership of users' issues and identifying appropriate solutions to resolve service incidents and requests
- Providing users with regular communication on the progress of investigations and planned solutions
- Working closely with the support team to provide first-line support, ensuring assigned calls are responded to and issues diagnosed and resolved swiftly
- Assisting remote support engineers with an incident resolution for any on-site devices
- Creating standard documentation on problem resolution and fixes and updating the technical knowledge base
- Keeping up to date with new technology trends
- Recording incidents within Zendesk and providing timely feedback to customers.
**Essential skills**
- Experience in client support functions
- Good communication skills, both written and verbal
- Ability to work on own, as part of a team, and under pressure
- Good time management and ability to prioritise
- Initiative to diagnose problems
- Professional working attitude
- Experience in providing high levels of customer service
- Problem-solving expertise in hardware, operating systems, and software packages.
**Desirable skills**:
Experience using Zendesk Experience with Digital Screens and AV support.
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