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IT Support Specialist
2 months ago
Job Title: 1st Line Customer Support Analyst
Job Summary:
We are seeking a highly skilled and motivated 1st Line Customer Support Analyst to join our EMEA team at our Head Quarters in the UK. As a key member of our Help Desk team, you will be responsible for providing first-line technical support to our EMEA user community via various communication channels.
Key Responsibilities:
- Provide prompt and professional technical support to EMEA users via phone, email, or desk-side assistance.
- Accurately log all Help Desk calls received via supported ticketing system.
- Respond to Help Desk emails in a timely manner, escalating incidents and problems where necessary.
- Support EMEA users in the use of computer equipment by providing standardized online documentation, intranet links, and first-line advice.
- Follow MIS escalation procedures to correctly escalate more complex incidents and problems to the Customer Support Analysts, Help Desk Team Leader, or Technical Analysts.
- Potential for travel within the UK/European regions.
Requirements:
- Good working knowledge of application interfaces, including Microsoft Windows 7 & 10, Microsoft Internet Explorer, and Microsoft 365 Office Suite.
- Basic understanding of Networking Protocols and Fundamentals, as well as ability to manage PC configurations and set up efficiently and effectively.
- Previous experience of using call logging software would be an advantage.
- Strong Customer Service ethic.
About Future Electronics:
Headquartered in Montreal and operating in 150 locations in 40 countries around the world, Future Electronics has earned an impressive reputation for providing outstanding service and developing efficient, comprehensive global supply chain solutions. We boast the most knowledgeable sales team and provide the most advanced engineering/design capabilities and technical solutions, award-winning customer service, best-in-class global trade compliance program, and the largest available-to-sell inventory in the world.
Our Commitment to Equality, Diversity, and Inclusion:
We are committed to Equality, Diversity, and Inclusion. We recruit the 'best person for the job' regardless of age, race, colour, gender, gender identity, sexual orientation, religion, or disability, creating an inclusive working environment and culture for all our employees.
