Customer Support Analyst
2 weeks ago
We are looking for a Customer Support Analyst to join our IT team. As Customer Support Analyst, you will be responsible for the co-ordination and assurance of all IT Services, ensuring high quality, consistent, professional and service level driven supportis delivered to the MHA MacIntyre Hudson staff and partners (customers).
The role of the Customer Support Analyst is to provide outstanding service to our customers. Focusing on your aligned region, sites and customers to gain a deep understanding of their ways of working and ensuring that IT services deliver exceptional value.
You will build great relationships with our key customers in your region and be known as the 1st point of escalation for any service queries. Where complaints do arise, ensure that the IT Service Manager is informed promptly.
Work with the IT Service manager to create a customer engagement plan for your region.
The primary focus is to continuously improve services, saving time and removing frustration. Using your own knowledge and detailed analyses of tickets and current trends to identify and drive opportunities for improvement.
The role covers several sites within a region and therefore some travel will be required. This role could have a 'home' location of Northampton, Milton Keynes or Maidenhead.
**The offering**:
- Genuine Work Life balance
- Accredited Investor in People
- New and improved programme for Succession planning and supportive management structure to help you realise your potential
- 33 days holiday Inc. Bank Holidays, plus the opportunity to buy or sell up to 5 days
- Very competitive salary
- Employee Recognition
- Amazing employee referral scheme, paying up to £4000 for a successful referral
- Agile working
- Car lease scheme and more
**Skills and Qualifications required**:
- ITIL Foundation desirable, not essential (or equivalent)
- Technical Certification such as CompTIA or equivalent desirable
**Essential skills**:
- Experience in a customer facing IT role
- Skilled in the creation and delivery of customer focused presentations and communications
- Experience working within an IT Managed Service (outsourced) environment
- A good general knowledge of end user technologies, e.g. PC's, Audio Visual, Mobile Phones, Telephone systems
- Experience working with ITIL service and support processes
- Strong analytical and diagnostic skills for problem resolution and root cause analysis
- A broad understanding of technology and a good level of awareness of technical concepts
- Excellent knowledge of Microsoft products
**Desirable skills**:
- Knowledge of Microsoft Teams - automation of forms, setting up teams and administration
- Knowledge of Sharepoint
- Content creation to include knowledge base articles and user documentation
- Active Directory Support experience
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