1st Line Support Analyst
2 weeks ago
**Role**: 1st Line Support Analyst
**Salary**: £19,582 - £22,500 per annum
**Location**: Kings Hill
Commercial Services Group is recruiting for an experienced 1st Line Support Analyst, on behalf of its' sister company, Cantium Business Solutions.
**The Role**:
The processing and coordination of appropriate and timely responses to incident reports, including channelling requests for help to appropriate functions for resolution, monitoring resolution activity, and keeping customers appraised of progress towardsservice restoration.
**Key Duties**:
- Receives and handles requests for support following ICT procedures.
- Responds to common requests for support by providing information to enable resolution and promptly allocates unresolved calls following agreed procedures.
- Maintains records and advises relevant persons of actions taken.
- Following agreed procedures, receives and handles requests for support, provides information to enable problem resolution and promptly allocates unresolved calls as appropriate.
- Provides an effective interface between customers and service providers, including documenting incidents, progress checking, and ensuring all diagnostic information is provided for error resolution and incident analysis.
**What we need from you**:
- Educated to Level 2 Qualification or equivalent to include English and Maths
- Experience of working in a customer service environment.
- Aware of the use of automated systems to the support of specific business functions or processes.
- Some understanding of computer networking to identify common issues.
- Some understanding of the ITIL Framework, Service Desk Institute
**What Cantium can offer you**:
- Minimum of 33 days holiday (inc. bank holidays)
- Generous contributory pension scheme.
- People focused culture with great communication and development opportunities.
- A wide range of workplace wellbeing services.
- Electric Car Scheme.
- Employee shopping discount scheme.
We recognise that work isn't just somewhere you go for a set number of hours. Work is something we do. “Cantium Working” is our vision of the behaviours and attitudes inherent in ‘agile’ working. As a business we are committed to providing a flexible approachto when, where and how our staff work. Cantium working enables you to work in the way which best balances personal and work life - helping you achieve a great work life balance.
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