1st Line Helpdesk Analyst - IT Helpdesk

1st Line Helpdesk Analyst - IT Helpdesk £20,000 - 23,000 Excellent benefits package To be the 1st point of contact for my client’s customers, assisting with reporting of incidents, faults and queries. Receiving, updating and managing calls or emails undertaking analysis, diagnosis and resolution within published timeframes. Gather accurate information in the problem ticket so that it can be closed or escalated further. Take ownership of assigned problem tickets, update and communicate progress to the customer in a timely, professional and proactive manner. Demonstrate best practice customer service principles always. Be an integral member of the busy Service Desk Team and develop trust relationships with all colleagues. Tasks Accurately capture and process customer support requests to the agreed standards using the Company ITSM tool. Ensure all customers are proactively communicated with in line with Company guidelines. Answering incoming calls and acknowledging emails in a timely manner. Identify Major / P1 incidents, gather full information and escalate where required. Troubleshoot and attempt to fix faults within designated parameters. Monitor, update and escalate tickets received by email to the next level if appropriate. Proactively monitor all outstanding tickets to ensure those that can be, are closed. Knowledge of Microsoft server and client operating systems, Active Directory, Outlook and Office products. An understanding of current network topologies. PC hardware and software set-up and configuration. Excellent telephone manner and interpersonal communication skills. Good troubleshooting skills. General Bring best practice into the business Be a leader in the business on providing excellent customer service in line with the customer charter Develop excellent working relationships across the business and at all levels. Seek to continuously improve and develop themselves Undertake any statutory or mandatory training as requested Able and willing to travel to, and work from any company sites as required Any other reasonable duties as required