Job Detail

1st Line Support Analyst

Provide exceptional Customer support

Touchscreen Talent
Walsall
Full Time
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Category : 1st line support Salary : £22,000 Experience(s) : 1 Year

Overview

You will be providing support for cloud-based products which integrates into a complex retail solution estate. As a key member of the service desk team you will be dealing with end user queries and delivering support in accordance with service level agreements

About Touchscreen Talent

We form cost effective and meaningful Partnerships with organisations throughout England who seek to identify talent in the Technology and Leadership space. We take pride in working with Clients to identify and build the correct solution for their needs. We elicit their requirements, form an agreeable process and tailor a plan which meets the timescales, has the appropriate level of governance and ultimately embeds the natural steps to ensure a successfully executed campaign. We thoroughly select professionals and own a critical part of the selection process in order to help reduce the amount of time and hassle spent on this activity. We therefore save you money due to our results.

West Midlands

Help Desk Analyst

£22,000 + Benefits

A new opening exists for someone to join a small yet established Service Desk team. You will be providing support for cloud-based products which integrates into a complex retail solution estate. As a key member of the service desk team you will be dealing with end user queries and delivering support in accordance with service level agreements.

Duties will include:

  • Logging and managing incidents and requests.
  • Working on a fast-paced support desk including working on a weekend rota.
  • Remain current with new software/product releases.
  • Troubleshoot software and hardware issues including root cause analysis.
  • Installation of retail specific systems including chip and pin.
  • Assignment of incidents and requests to relevant teams.
  • Dealing with problems from customers via email and over the phone.
  • Create and maintain reports to support fix time fix rates.
  • Taking ownership and seeing through to completion incident/requests.

Suitable candidates must have experience in:

  • A background in client, customer or IT services, possessing a “can-do”, service-oriented approach.
  • Proactive approach to client service delivery.
  • Ability to work under pressure and meet deadlines.
  • Excellent time management and organisational skills.
  • A positive attitude to change and a willingness to learn.
  • Solution focused, able to work under minimal supervision and take initiative.
  • IT literacy essential – Windows Office Suite (Word, Excel and Outlook).
  • Good knowledge of PC’s and peripherals.
  • Good knowledge of windows operating systems windows 7 and windows 10.
  • Full Driving licence.
  • Good verbal and written communication skills.
  • Good telephone manner.
  • Flexible approach to working hours.

This role is ideal for someone who cares about customers, loves helping people and enjoys a varied and interesting workload. Get in touch for further details.

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