1st Line Support Analyst

£20,000 | Southowram | Permanent
Posted 11 months ago

IQ Tech are exclusively hiring for an experienced 1st Line Support Analyst OR experienced Customer Service professional looking to move into an IT Support role to join our successful manufacturing client based in Halifax, West Yorkshire.

Within this role you will be assisting our clients customers and internal staff on 1st Line Support and technical queries. Full training will be provided (if required).

Skills Required:-

• A passion for problem solving and IT
• A strong analytical & troubleshooting ability
• Experience of user/customer support & IT support
• Excellent customer service skills and techniques
• Excellent communication and people handling skills
• The ability to empathise with our business customers
• The ability to offer a support service committed to service level agreements.
• A sound understanding of the business and related procedures
• A willingness to be flexible, especially with regard to shift working
• Ability to handle pressure
• Good Knowledge of Windows 7 / 10
• Good Knowledge of Microsoft Office suite
• Good Knowledge of Active Directory
• A good understanding of desktop, laptop and basic network hardware
• Knowledge of commonly encountered IT problems (such as internet connectivity, TCP/IP etc.)

PLEASE NOTE: Our client will also consider someone with limited IT skills/knowledge who has a strong customer service background and is keen to get into IT.

The Role:-

• Providing an efficient, personalised support service to our business users
• Ensuring work is correctly prioritised and actioned to meet fixed business service level agreements and deadlines
• Answering calls/call logs promptly, in a professional service led manner
• Managing the timely resolution of open calls and call actions across all customers
• Ensuring progress notes are added to all calls
• Wherever possible resolving and closing calls at the point of first contact
• Undertake duties in a manner compliant with the general principles of conduct and action
• Managing the ITIL issue life cycle e.g. raising, escalating, incident management etc
• Managing customer expectations
• Creating and issuing Hints and Tips to targeted user community
• Proactively working to improve internal processes
• Pro-actively identifying potential problems and issues on customer sites

This role offers a salary of up to £20,000 per annum (dependent on experience) monthly KPI bonus of £200 optional paid overtime.

Interviews to commence W/C 22nd January.

Please apply now for immediate consideration to Georgina at IQ Tech. T: 01423 878 660.

For more information about this role, please contact:

Georgina Stockdale

01423 878660

See Georgina Stockdale's jobs
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