1st Line / Help Desk / Service Desk Support Analyst – Sidcup
Overview:
An excellent opportunity has arisen with a market leading Manager Service Provider for a 1st Line Support Analyst to join their friendly and motivated team.
Our client is a continuously expanding, highly regarded, award winning company that provides high-level support to recognised businesses.
Role & Responsibilities:
·Handle customer incidents and service requests in a professional, courteous manner over the phone and via email
·Correctly logging incidents, problems and service requests, categorising and prioritising them in line with team procedures
·Conducting full and thorough diagnostics with end users to enable first point of contact incident resolution
·Ensuring all faults are progressed and resolved within SLA, escalating to other internal and external teams as appropriate
·Managing incidents and requests through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress
·Identify and escalate repeat issues or service risks to the Service Delivery Manager where necessary
·Keep operational documentation up-to-date
Essential Skills & Experience:
·Microsoft Windows 7 – 10
·Mac OS
·Active Directory
·Exchange / Office365
·Good knowledge of Microsoft Office suite
·Good understanding of workstation builds and configuration
·Hardware troubleshooting
·Excellent communication & interpersonal skills
Package:
·£19- £25k basic salary
·+ Excellent benefits package
·Career progression
·25 days holiday
1st Line / Help Desk / Service Desk Support Analyst – Sidcup
