1st Line End User Analyst

4 weeks ago

Harrogate, United Kingdom Redcentric Full time
Job Details: 1st Line End User Analyst

Full details of the job.

Vacancy Name1st Line End User Analyst Vacancy NoVN435 Employment TypeFull-Time LocationHarrogate Type of VacancyPermanent Job Description (external use)
Role Details Job Title1st Line End User AnalystDivisionCustomer ServicesJob LocationHybridReports ToEnd User Team Leader Role
Our Support Teams provide a complex mix of both customer and technical support for a range of technology products and managed services, including bespoke incident management processes during critical or major events.

As 1st Line End User Analyst, you will ensure that Redcentric's customers receive the best communication and service possible. It will be your job to ensure that support tickets are being managed correctly and within defined SLA parameters. Reporting into the End User Team Leader, you will be responsible for daily aged ticket reporting, monitoring key customer accounts, bespoke communication processes, and the tools used to manage these activities.

Key Responsibilities and Tasks
  • Respond to End User support issues and requests, ensuring tickets are managed within defined SLA's and preventing a breach of those.
  • Perform initial investigations into incidents and escalate to 2nd Line where necessary.
  • Assist in the administration of Microsoft365 and relevant services for both internal teams and customers.
  • Manage and proactively ensure timely and appropriate updates are communicated back to customers.
  • Work with resolver teams, suppliers and the customer to manage the ticket to a satisfactory and quick outcome.
  • Work closely with the 2nd Line End User team.
  • Assisting the Service Desk Team Leader and Customer Services Manager to integrate new customers and processes into the current support infrastructure.
  • See a problem or opportunity, take ownership and act on it independently.
  • Adherence to Redcentric Solutions Limited ISO certification standards.
Preferred Qualifications
  • ITIL 4 Foundation qualified or above.
Key Skills & Competencies
  • Highly customer centric with a passion for providing excellent customer service.
  • Excellent telephone manner, good communication and presentation skills.
  • Experience of working within a busy customer environment, preferably in a technical and / or service provider area.
  • Strong interpersonal and communication skills; tactful, diplomatic and sympathetic when dealing with customer problems and showing empathy with customer issues.
  • Strong analytical skills.
  • Proactive and forward-thinking approach.
  • Confident with the ability to interact with members of all support teams including team leaders, managers and directors.
  • An eye for detail, preventing any tickets from breaching SLA's and the tenacity to ensure others adhere to processes.
  • A willingness to learn and not be afraid to get involved in unfamiliar areas of technology.
  • Excellent time management / organisational skills; being able to work well in critical or high-pressure situations.
Possible Progression Paths
  • Technical Support Analyst.
  • End User / Service Desk Team Leader.
  • Modern Workplace Engineer.
  • FNS Engineer.
  • Other Redcentric internal departments.
Hours of Work
The Company's hours of work are from 9.00am - 5.30pm, Monday to Thursday and 9.00am until 3.30pm on Friday with one hour for lunch. However, the Service Desk covers the hours between 8.00am - 5.30pm on rota, with one hour for lunch. The shifts are currently Monday - Thursday, 8.00am - 4.30pm or 9.00am - 5.30pm and Friday, 8.00am - 2.30pm, 9.00am - 3.30pm or 11.00am - 5.30pm based upon business needs.

  • 1st Line End User Analyst

    4 weeks ago

    Harrogate, United Kingdom Piksel Group Full time

    Role Details Job Title 1st Line End User Analyst Division Customer Services Job Location Hybrid Reports To End User Team Leader Role Our Support Teams provide a complex mix of both customer and technical support for a range of technology products and managed services, including bespoke incident management processes during critical or major events. As...

  • 1st Line End User Analyst

    1 week ago

    Harrogate, United Kingdom Piksel Group Full time

    Role Details Job Title 1st Line End User Analyst Division Customer Services Job Location Hybrid Reports To End User Team Leader Role Our Support Teams provide a complex mix of both customer and technical support for a range of technology products and managed services, including bespoke incident management processes during critical or major events. As...

  • 1st Line Support

    2 weeks ago

    Harrogate, United Kingdom Kiwa Full time

    Job Summary: We are looking for 1st Line Support Engineer to join our warm and welcoming Central Services IT Function. Supporting the whole of Kiwa UK, the purpose of this role is to provide additional IT support, bring new ideas and technologies to the team and improve support and response times. Our office is based in Harrogate offering flexible hybrid...

  • Business Analyst

    1 day ago

    Harrogate, United Kingdom Insight Talent Partners Full time

    Business Analyst Company Overview Insight Talent Partners is currently looking to recruit a Business Analyst for a well-established Distribution firm based in Harrogate. This is a brand-new role within the organisation and as such offers a fantastic opportunity to take a lead on enterprise level systems projects. This is an organisation that is passionate...

  • IT Junior Service Desk Analyst Apprentice

    2 months ago

    Harrogate, United Kingdom QA Ltd Full time

    **Employer description:** This is a law firm that achieves consistent high quality in client care, technical ability and investment in its people. Hempsons specialises in health and social care whist also using their unique experience to cover the full range of legal services. The firm is highly respected for its sector expertise, particularly in health,...

  • Application Support Analyst

    4 weeks ago

    Harrogate, United Kingdom PIB Group Full time

    The Role:PIB Schemes & Affinities division are recruiting for a dynamic and experienced Application Support Analyst to join the Application Support Team. Reporting to the Application Support Manager, the Application Support Analyst role would suit someone looking to build on their IT/Application support experience while working for one of the UK’s fastest...

  • Application Support Analyst

    1 month ago

    Harrogate, United Kingdom PIB Group Full time

    The Role:PIB Schemes & Affinities division are recruiting for a dynamic and experienced Application Support Analyst to join the Application Support Team. Reporting to the Application Support Manager, the Application Support Analyst role would suit someone looking to build on their IT/Application support experience while working for one of the UK’s fastest...

  • Service Desk Analyst

    6 hours ago

    Harrogate, United Kingdom Emprego UK Full time

    **Job Details: Service Desk Analyst** Full details of the job. Vacancy NameService Desk Analyst Vacancy NoVN229 Employment TypeFull-Time LocationHarrogate Type of VacancyPermanent Job Description (external use) ***Role Details** **Job Title**Service Desk Analyst**Division**Customer Services - Service Desk**Job Location**Harrogate**Reports To**Service...

  • Financial Accountant 1st Practice Move

    23 hours ago

    Harrogate, United Kingdom IPS Group Full time

    Working for a practice trained qualified FD, our client is offering a 1st career move from practice into industry. It will provide an ideal first step as this professional services business has a large number of group companies and the role will supportthe FD in preparing monthly and year end accounts for a number of these companies. There will also be...

  • First Line Technical Support

    3 weeks ago

    Harrogate, United Kingdom Techbuyer Full time

    Who we are & what we do: Techbuyer is a market leader in the refurbished IT hardware sector. We have over 17 years of success behind us, revenues over £50 million, and locations in the UK, USA, Australia, New Zealand, France & Germany. Our increase in headcount has averaged over 23% for the last three years, and we’re one of the fastest growing companies...

  • Service Desk Analyst

    2 months ago

    Harrogate, United Kingdom Welcom Digital Limited Full time

    We have a great opportunity at Welcom Digital for an individual who is passionate about delivering excellent customer services, with a get up and go attitude! If you are looking to bring your skills into the IT sector, this is the job for you. Our Client Services Analyst role is responsible for ensuring that support and problem-solving skills are in place...

  • Application Support Analyst

    1 month ago

    Harrogate, North Yorkshire, United Kingdom PIB Group Full time

    PIB Schemes & Affinities division are recruiting for a dynamic and experienced Application Support Analyst to join the Application Support Team. Reporting to the Application Support Manager, the Application Support Analyst role would suit someone looking to build on their IT/Application support experience while working for one of the UK’s fastest growing...

  • Application Support Analyst

    3 weeks ago

    Harrogate, North Yorkshire, United Kingdom PIB Group Full time

    PIB Schemes & Affinities division are recruiting for a dynamic and experienced Application Support Analyst to join the Application Support Team. Reporting to the Application Support Manager, the Application Support Analyst role would suit someone looking to build on their IT/Application support experience while working for one of the UK’s fastest growing...

  • Service Desk Analyst

    3 weeks ago

    Harrogate, United Kingdom InterQuest Group Full time

    End User AnalystUp to £22,000Harrogate basedRoleOur Support Teams provide a complex mix of both customer and technical support for a range of technology products and managed services, including bespoke incident management processes during critical or major events.Working as part of a dedicated team and with a passion for providing and promoting outstanding...

  • Service Desk Analyst

    3 weeks ago

    Harrogate, United Kingdom InterQuest Group Full time

    End User AnalystMake sure to apply quickly in order to maximise your chances of being considered for an interview Read the complete job description below.Up to £22,000Harrogate basedRoleOur Support Teams provide a complex mix of both customer and technical support for a range of technology products and managed services, including bespoke incident management...

  • Service Desk Analyst

    3 weeks ago

    Harrogate, United Kingdom InterQuest Group Full time

    End User AnalystUp to £22,000Harrogate basedRoleOur Support Teams provide a complex mix of both customer and technical support for a range of technology products and managed services, including bespoke incident management processes during critical or major events.Working as part of a dedicated team and with a passion for providing and promoting outstanding...

  • Service Desk Analyst

    3 weeks ago

    Harrogate, United Kingdom InterQuest Group Full time

    End User AnalystUp to £22,000Harrogate basedRoleOur Support Teams provide a complex mix of both customer and technical support for a range of technology products and managed services, including bespoke incident management processes during critical or major events.Working as part of a dedicated team and with a passion for providing and promoting outstanding...

  • Service Desk Analyst

    3 weeks ago

    harrogate, United Kingdom InterQuest Group Full time

    End User AnalystUp to £22,000Harrogate basedRoleOur Support Teams provide a complex mix of both customer and technical support for a range of technology products and managed services, including bespoke incident management processes during critical or major events.Working as part of a dedicated team and with a passion for providing and promoting outstanding...

  • Service Desk Analyst

    3 weeks ago

    Harrogate, United Kingdom InterQuest Group Full time

    End User Analyst Up to £22,000 Harrogate based Role Our Support Teams provide a complex mix of both customer and technical support for a range of technology products and managed services, including bespoke incident management processes during critical or major events. Working as part of a dedicated team and with a passion for providing and promoting...

  • Service Desk Analyst

    3 weeks ago

    Harrogate, United Kingdom InterQuest Group Full time

    End User AnalystUp to £22,000Harrogate basedRoleOur Support Teams provide a complex mix of both customer and technical support for a range of technology products and managed services, including bespoke incident management processes during critical or major events.Working as part of a dedicated team and with a passion for providing and promoting outstanding...