Level 1 Technical Support Analyst (Temporary)
- Employer
- Undisclosed Company
- Location
- Inverclyde, Greenock
- Salary
- Up to £18532.2 per annum
- Closing date
- 11 Oct 2021
View more
- Sector
- Customer Service and Call Centre, IT
- Job Type
- Temporary
- Hours
- Full-time
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Responsibilities
- 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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