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Customer Support Analyst
2 months ago
We are seeking a highly motivated and organized Customer Support Analyst to join our EMEA team at our Head Quarters in Egham, Surrey for a minimum 3-month contract. As a key member of our Help Desk team, you will be responsible for providing first-line IT support to our EMEA user community via phone, email, or desk-side assistance.
Key Responsibilities:- Answer Help Desk calls promptly and professionally, accurately logging all calls via our 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.
- Gather key information and provide quick fixes for initial or known problems, processing incidents for resolution by the team as appropriate.
- Follow MIS escalation procedures to correctly escalate more complex incidents and problems to the Customer Support Analysts, Help Desk Team Leader, or Technical Analysts as necessary.
- Good working knowledge of application interfaces, including Microsoft Windows 7 & 10, Microsoft Internet Explorer, Citrix, and Microsoft 365 Office Suite.
- Possess basic understanding of Networking Protocols and Fundamentals, as well as the ability to manage PC configurations and set up efficiently and effectively.
- Previous experience with call logging software is an advantage.
- Highly organized, able to work under pressure, and maintain extensive attention to detail.
- Strong Customer Service ethic.
- Possess excellent communication and interpersonal skills.
- Able to work under own initiative and as a member of the team.
- Possess a structured approach to work and able to manage timelines effectively.
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 are committed to Equality, Diversity, and Inclusion, recruiting 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.
