|Location: Woking, Surrey||Salary: Up to £130 per day|
|Sector: IT & Telecoms||Specialism:|
|Type: Contract||Contact: Gautam Raval|
1st Line Support Analyst -
My client based in the Woking, Surrey area are looking for a 1st Line Support Analyst to join them on a contract basis for initially 2 months (extendable) with immediate interviews this week.
1st Line Support Analyst Responsibilities:
To provide a single point of contact for IT incidents & Service Requests, logging, maintaining and taking ownership of 1st line customer's cases in accordance with defined Service Level Agreements.
Acting with professionalism and providing excellent customer service at all times with focus on making all customer contacts a positive experience.
1st Line Support Analyst experience (preferable) 1-2 years in a service desk environment:
- Supporting Windows 7
- Microsoft Active Directory
- Office 2010
- Basic Networking
- Veeam / Backup Exec
- Knowledge of Citrix
- Using remote support tools.
- laptop/desktop and thin client support
- Excellent customer service skills
1st line Support Analyst Main Tasks and Responsibilities
Maintain a customer-focused service through the life cycle of each ticket; manage customer expectations by keeping customer informed of progress.
Triage and troubleshoot Incidents by providing first contact telephone support, gathering and analysing information to identify and resolve a range of technical Incidents such as hardware, software, application and network, with the objective of restoring normal service as quickly as possible as a first contact fix
Classify calls accurately with the information provided and prioritise in line with the Service Level Agreement (SLA).
Liaise with third party suppliers where necessary, logging tickets and acting as a central point of contact for communication and updates.
Monitoring and tracking Incidents, Requests or Problems, escalating where necessary to other resolver groups, or line Manager.
To make a positive contribution to update and maintain IT Service Desk documentation including the knowledgebase.
Administration of various IT systems, including account creations, changes/updates etc.
Log and assign tickets, monitoring workloads for the other Service Desk team members to ensure the quickest response may be achieved.
To maintain a professional discipline within the team and the department. Work within the IT Operating Model, following defined IT processes and procedures
Meet and exceed as required the agreed Service Levels in accordance with all IT Service Management processes (e.g. Incident, Request, Problem, etc.)