First Line Analyst
First Line Analyst – Lvl 3
PAYE - £10 + HOLIDAY PAY
LTD/UMBRELLA - £12.30
A leading provider of IT communication services, our client is currently looking for a First Line Analyst to join their expanding team at their prestigious offices in Nottingham.
When working as a First Line Analyst for Computacenter you will be required to provide client users with front line helpdesk support and perform a range of technical tasks with any hardware and software issues.
Responsibilities
· Taking inbound calls from users with technical issues with the view to resolve at first contact while by providing a high level of customer service to internal and external customers.
· To ensure all calls and tickets are raised with detailed information of user issues accurately on the Remedy Call Management system.
· Troubleshooting Microsoft software issues with emphasis on Outlook, Word, Excel and PowerPoint.
· Respond efficiently to enquiries and effectively resolve any issues, including complex incidents that have been escalated.
· Evaluate and chase up escalations appropriately to ensure customer demands are met.
· Following security processes in line with company processes and regulations.
· Act as a role model for colleagues with regards to technical and behaviour competencies.
Experience attributes
· Previous experience working within an IT Service Desk support role gained from within a contact centre, with a strong understanding and working knowledge of IT desktop concepts.
· Substantial customer service experience with a proactive approach to solutions.
· Point of contact for technical issues
· Excellent telephone manner and good interpersonal skills.
· PC literate with working knowledge of using Email and Microsoft packages.
· Positive 'can do' attitude with the ability to work under pressure.
· Demonstrates an organised approach to work.
· Strong attention to detail with an articulate and methodical approach.
· Team Player.
· Happy to take on additional responsibilities
If you’re looking for the opportunity to build your career with an industry leader, then please forward your Cv to bridie-ann.mccready@hays.com or alternatively apply via the website
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