1st Line Support Analyst

3 days ago

Milton Keynes, United Kingdom CV-Library Full time

Role Overview
As a 1st Line Support Analyst, you will provide essential first-line support to a global customer base, addressing application and telecommunication issues through phone and case management systems. You will work in shift patterns ranging from 8am to 11pm, with later shifts occurring once every six weeks as you gain more experience. Your role will involve ensuring compliance with IT support procedures and escalations, supporting the triage of support cases, and collaborating with senior IT support teams to resolve issues efficiently.

Responsibilities

Adhere to IT support procedures and manage escalations effectively.
Assist in the triage of support cases and collaborate with senior IT support teams to resolve issues.
Document root cause failures of systems or processes, update relevant databases with critical information, and maintain a technical audit trail of completed work for management and engineering reference.
Take ownership of a designated customer base, acting as the lead engineer from initial commissioning through to ongoing management of queues and cases, ensuring adherence to contractual SLAs.
Serve as the technical lead during customer service reviews.
Manage customer expectations by regularly communicating status updates, analysing impacts, devising workarounds, and outlining next steps to ensure a superior customer service experience.
Follow all established procedures, policies, and practices ensuring timely submission of business and financial reports.
Continuously develop and apply personal knowledge and skills within the product and technology markets.
Represent the organisation professionally in all interactions with customers and suppliers, both over the phone and in person.

What you'll need to succeed

Ability to work onsite at the Milton Keynes office 5 days a week, and work in 8-hour shift patterns once initial training is completed.
Excellent verbal and written communication skills, with fluency in English (Spanish fluency is a bonus).
Familiarity with VoIP, signalling, data networks, firewalls, and IT security is advantageous but not essential.
Strong team player with the ability to collaborate effectively with colleagues.
Proficiency in Microsoft Office applications and general computer literacy.
Ability to perform well under pressure and manage multiple tasks efficiently.

What you'll get in return

A competitive salary of £20,000 - £25,000 per annum, dependent on experience.
21 days of holiday.
Comprehensive IT training is provided to support your professional development.

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.

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