First-Line Technical Support Analyst

Recruiter
Undisclosed Company
Location
Berkshire, Bracknell
Salary
£16995 per annum + additional payment between10pm and 6am
Posted
22 Sep 2016
Closes
06 Oct 2016
Ref
CD3079
Sector
IT
Job Type
Permanent
Hours
Full-time
Manpower are currently recruiting for a first-line technical support analyst to join their Client - an on-site delivery specialist for multi-vendor products and services. The successful candidate will be a split of break fix activity and 24x7 1st line software support for our customers. The focus really does need to be on excellent customer service for both elements of the role.

We are looking for people who are happy to work a 24/7 shift pattern on a 4 on 4 off basis where you will have an additional payment for the hours of 10pm and 6am.

Role Responsibilities include:

*To respond to all customer requests for service into the Service Desk, logging each incident on the appropriate call-logging application
*To try and "first line fix" the call within the Service Desk using any gained technical skills. If this is not possible, to then assign the call onto the appropriate resolving agency.
*To manage each incident as effectively as possible until a satisfactory resolution has been agreed
*To maximise the number of incidents closed and to minimise the number of incidents open
*To escalate any major incidents onto the Service Desk Manager or the duty 2nd line support analyst
*To assist in any project work and/or ad-hoc requests for support from either the Service Desk Manager or a 2nd line analyst

We are looking for applicants with:

*Good level of keyboard skills and excellent telephone manner.
*The ability to communicate at all levels
*Display calmness and the ability to solve problems under pressure
*Strong interpersonal skills and high awareness of customer needs
*Good communication skills, both written and verbal
*Proficient in Microsoft office applications

It will be desirable to own:

*Advanced MS Office knowledge
*Working on a Service Desk - 6 -12 months
*Working with MS Operating Systems (XP & Win7) - 6 -12 months
*Working with Service Desk call logging tools i.e. HEAT

Interested? Think you can do it? Please apply for this role with a CV which will highlight your transferable skills and experience.

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