IT Deskside Support Analyst

Undisclosed Company
Berkshire, Bracknell
£16667 per annum + Benefits
11 Jan 2017
25 Jan 2017
Job Type
Manpower are currently recruiting for a 1st Line Software Support Analyst to join their Client - an on-site delivery specialist for multi-vendor products and services. This exciting opportunity to join a successful £100m service delivery organisation as a 1st Line Software Support Analyst will be based in Bracknell, Berkshire. The Organisation's service portfolio includes the provision of IT services through an on-site and mobile delivery, provided by 1400 employees at 160 locations across the UK&I

Working as part of the Client Service Desk team, you will be providing 1st line technical support to all internal and external customers. You will be expected to present a professional image to customers at all times with customer service remaining your top priority. You will ensure a quality service is consistently provided and your main responsibility will be to ensure all calls are logged and resolved within the agreed SLA, as well as escalating calls where necessary. Using your excellent customer service skills you will continually keep customers updated until the call is resolved and closed.

This job operates in an interesting, challenging, fast paced and commercial environment and would suit a proactive, fast learner who has excellent customer service skills and telephone manner.

This role operates on a shift basis, Monday to Friday and is pivotal in supporting all appropriate contracts.

Responsibilities will include -

*To respond to all customer requests, 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 escalate any outstanding incidents with the appropriate supplier and/or 3rd party group
*To proactively identify opportunities and exceed client expectations

Essential Skills required -

*Good level of keyboard skills and excellent telephone manner.
*Strong communication skills both written and verbal
*Excellent problem solving skills and the ability to work under pressure
*Strong interpersonal skills and high awareness of customer needs
*Proficient in Microsoft office applications
*An interest or passion for new technologies

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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