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1st Line Support Analyst

Job Title: 1st Line Support Analyst
Contract Type: Permanent
Location: Banbury, Oxfordshire
Industry:
Salary: £18000.00 - £20000.00 per annum
Start Date: ASAP
Reference: JO0000000514
Contact Name: Prospectus
Contact Email: linda@prospectus.co.uk
Job Published: September 21, 2016 08:46

Job Description

Do you have a background in Customer Services? Do you want to progress your career in IT? Then this may just be the position for you.

Our client, an established software house, is looking to recruit a 1st Line Support Analyst to take on responsibility for all IT support calls ensuring high levels of customer satisfaction.

You will be joining a team of IT professionals delivering the highest level of customer service.

Duties will include:
·Acting as single point of contact for incoming support calls via Telephone, E-mail and the Support Portal
·Troubleshooting and Triage of all support calls
·Logging of all support calls using Service Management tool
·Performing End to End Incident Management
·Allocation / Scheduling of Tier 2 work
·Carrying out customer satisfaction surveys
·Tier 1 Fault Resolution
·Identification of common trends
·Performing basic network administration tasks such as user account creation/deletion
·Maintaining an asset database
·Performing additional office duties as required

Required skills:
·Exceptional communication skills and telephone manner
·Excellent organisational skills
·Ability to take on ownership of tasks
·Experience in troubleshooting / problem solving
·MS Office 365
·Basic knowledge of IT

Desired skills:
·2 years' experience in a Service Desk environment
·Experience working within an ITIL Framework
·Knowledge of Active Directory and Group Policies
·Knowledge of LAN, TCP/IP, DHCP, DNS, Routing, IP Sec VPN
·Experience of VoIP systems
·Building Laptops/Desktops
·Anti-Virus Management

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