Level 1 Technical Support Analyst (Temporary)

Undisclosed Company
Inverclyde, Greenock
Up to £18532.2 per annum
Closing date
11 Oct 2021
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  • Be available to take calls from end-users as the first point of contact
  • Answer all telephone calls in a polite and professional manner
  • Demonstrate high levels of customer services skills to improve the end-user experience
  • Demonstrate a high level of technical ability to improve first-time fix rate
  • Arrange and perform customer callbacks to ensure a high level of desk fixes
  • Ensure all SLA targets are monitored, when working with tickets
  • Be an effective team member, contributing ideas within and also outside areas of responsibility
  • Maintain effective communication with the Service Desk team members and resolver groups
  • Work as part of a team, coordinated by their Service Leaders
  • Have a detailed understanding of Service Desk responsibilities and service level target
  • Ensure a thorough knowledge of Front Office & Back Office Procedures and Processes
  • Ensure an understanding of the client's company structure and location
  • Ensure an understanding of the support provided by the Service desk
  • Knowledge of all tools used; Remedy & Go To Assist
  • Display good interpersonal skills
  • Good communications being tactful and diplomatic to the user's problems
  • Use all Service desk tools to assist in logging and resolving users problems including Knowledge Base
  • Escalate all user concerns and dissatisfaction with the service to the Service Leader
  • Ensure that the escalation process is invoked for all calls when relevant
  • Assist, where necessary, in any additional tasks from Service Leaders
  • Proactively work with Service Leaders to actively improve the service
  • Service Desk meetings as required
  • Promote and grow customer confidence in the service desk's ability

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