First Line Support Analyst
1 week ago
Key responsibilities:
- Provide first line support to end users on various technical issues and problems relating to hardware, software and connectivity
- Carry out initial triage and diagnostic of problems and resolve where possible in a timely manner according to SLA's
- Complete service request fulfilment as necessary
- Where first line contact resolution is not possible, escalate to appropriate support teams and third party suppliers, as necessary
- Log & prioritise all incidents, service requests, change requests in our ITSM tool - ServiceNOW
- Take ownership of customer problems and follow up the status of problems with the customer and communicate progress in a timely manner
- Maintain IT asset records accordingly
- Perform Remote Support management of customer hardware/software
- Troubleshoot basic network issues
Knowledge & experience required:
- Excellent customer service skills and exceptional telephone manner
- Good communication skills on all levels
- Basic IT knowledge & troubleshooting skills
- Ability to work well to deadlines and under pressure
- Experience of working in a busy environment, to targets and within timescales
- Strong knowledge of Microsoft operating systems and products, with an emphasis on Windows 10, as well as Microsoft Office 365
- Basic knowledge of ITIL
- Knowledge of iOS, Android mobile operating systems
- Full UK Driver's license
What's on offer?
- Basic salary of up to £22,000 per annum
- Hybrid 2 days on site in Perth per week
- Excellent training and career progression
- Additional lifestyle benefits
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