Product Features
Blog
Contact Us
Sign In
Certes
,
Warwick, Warwickshire
IT 1st Line Support Analyst
|
|
Job Type: Full-time |
|---|---|
|
|
Salary: £20,000 per annum |
Overview
IT 1st Line Support Analyst 4month contract Fixed term - Salary between £21,000 - £22,000 Warwick based We are looking for a 1st Line Support agent to join our busy IT department at our Warwick site. Reporting to the IT Service Desk Manager, your main roles will be to provide a professional and customer-focused service for all our users. You will need to effectively record all IT Incidents, Requests and Problems, ensuring all relevant details are captured in line with Service Desk standards and provide on-site cover for the whole of the UK as per business requirements. Main areas of the job will consist of: Investigate and diagnose Incidents To keep the company asset database up to date Escalate calls to the, Second Line Support, Infrastructure, and Application Support teams as required Liaising with third party suppliers where necessary, logging tickets as required and acting as a central point of contact. Monitoring and tracking Incidents, Requests or Problems, escalating where necessary to other resolver groups, or line Manager. Coordinating IT inductions Key areas of responsibility include: To be the first point of contact into the IT department, providing the requisite number of hours of cover to the support hours required by the business Respond to calls related to all IT queries, requests, hardware/software issues and problems via a variety of sources (Telephone, Email, Web Portal) and log those contacts in the appropriate Service Management tool. Manage contacts logged in the Service Management tool, either in person by or via escalation to the appropriate team or person, ensuring that the "customer" is set the correct expectation in terms of actions required, timescales, and follow through, to ensure customer expectations are met. Ensure incoming contacts are logged accurately and that sufficient information is acquired to achieve a restoration service in as soon as possible. Monitor Service Desk calls to ensure where possible they are closed within agreed SLA's. To contribute to overall achievements of service levels by maintaining agreed personal targets and assisting in ensuring SLAs and KPIs (Key Performance Indicators) are met. Manage communications around updates, major incidents and initiatives for IT services into the BDR Thermea UK IT user community. The Person: We are looking for an individual that: Educated to a reasonable academic level. Knowledge of Microsoft Office Applications and basic knowledge of Desktop operating systems (Win7, Win10). Knowledge of Android mobile operating systems Strong interpersonal and communication skills, particularly customer facing skills including listening skills and an excellent telephone manner. Experience of working in a customer support environment. Problem solving and analytical skills. Ability to work effectively as a member of a team whilst able to understand instructions and use own initiative to work with minimum supervision. Ability to follow procedures. Able to assess business priorities and prioritise IT support logs. Able to assess the business impact of hardware and software downtime, and schedule work or respond to customer requests accordingly. Willingness to learn and be flexible send your cv in to Certes Computing (and all of its subsidiary companies) is committed to promoting equality and diversity in its business operations.