1st Line Support Desk Analyst

9 hours ago

Kingston Upon Thames, United Kingdom Just IT Full time

We have a great new 1st Line Support role in one of our prestige companies in Hampton Wick.
About the company
They specialise in Body Worn Camera systems that capture evidence from a first-person perspective. This equipment has a proven and major impact on crime reduction, abuse against the wearer and the associated cost reductions.
They have become the most successful European company in this rapidly expanding market and have sold their equipment to the majority of Police Forces in the UK as well as many local authorities and private organisations.
Purpose of the Role
- To provide support to our UK customers as well as our international partners, working closely with support teams in Europe, US & Asia
- To contribute to Adhoc projects and regularly provide status update reports to management.
- Demonstrate a basic understanding of troubleshooting methodology to increase incident resolution at the 1st line level and ensuring sufficient details are captured/logged before the case is escalated to the 2nd / 3rd line support teams.

**Responsibilities**:
Inbound Service Desk Calls
- Walk customers through the case management process and fulfil customer requests for information.
- Resolve technical issues over the phone wherever possible.
- Log and take ownership of all inbound cases and escalate to the relevant hardware and software support streams.
- Utilise excellent customer service skills to keep customers updated on their open cases and exceed customers' expectations on aftersales care.
Outbound Service Calls
- Respond to all submitted Fault Report Forms.
- Follow up with customers, provide feedback and see problems through to resolution.
- Ensure all fault Repair Forms are responded to within 1 working day of submission.
Case Logging
- Tracking of all Fault Report Forms, including hardware, software and internal IT.
- Escalating service issue to the Service Delivery Manager
- Track, route and redirect problems to correct resources.
- Update customer data and produce activity reports.
- Produce Management report which provides a clear view of the volume and support desk trends.
- Arrange RMA collections and returns via company appointed courier
Continuous Improvement
- Work with Service Delivery manager to create, document and maintain knowledge base.
- Recommended procedure modifications or improvements.
- Preserve and grow your knowledge of support procedures, products and services
Qualifications, Skills and Experience
Essential
- Experience of providing external customer support in a support desk/call centre or similar environment.
- Ability to analyse, prioritise and correctly triage service requests.
- Excellent customer service and verbal communication skills.
- Accuracy/attention to detail.
- Empathetic telephone manner.
- Good appreciation of and interest in technology.
- Competent Excel user.
- Good standard of education.
- Working knowledge of helpdesk software, databases and remote control.
- ITIL Foundation.
Desirable
An IT related qualification i.e. computer science/engineering degree or equivalent

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