Are you ready to embark on an exciting journey in the world of technology? Do you thrive in dynamic environments where your skills can make a real difference? Are you passionate about delivering exceptional customer service? We are currently looking for a 1st Line Technical Support Analyst to join our busy team in the City of London or Medway!
We have a human-centric approach and believe in recruiting only the best and most intelligent people to our team in our quest to drive a Digital Transformation revolution throughout the global workplace.
The Role:
The role will be to proactively ensure that all clients receive exceptional Customer service during all contact with the Service Desk, thus ensuring continual exceptional operational service. All support must be performed with minimal business impact on the customer and within agreed service levels.
Key Responsibilities:
* Providing rapidly reactive and positive support resolution as a member of our 1st Line support team in resolving customer technical support requests
* Working collaboratively with the 2nd Line Team to resolve complex technical customer support requests.
* Expert management of a highly dynamic and busy support desk, ensuring calls are closed within SLA.
* Provide consistent and coherent business-like updates and ensure ongoing customer communication is maintained to best manage customer expectations.
* Escalation of calls to 2nd Line Team as necessary.
* To work as part of a close-knit and highly skilled team of Engineers.
* Provide excellent customer service.
* Work with other internal teams (2nd Line, Field etc)
* Perform software builds/re-builds on PCs and laptops as required.
* Fix hardware faults and install upgrades to client hardware.
* Attend customer premises from time to time to perform on-site work, and in support of our Field Engineering Team
You will contribute to the resolution of service desk incidents through to completion, recognising when escalation is required (from you, or to you) for the quickest resolution for the customer. You will provide customers with continual and regular updates throughout the management of their incidents, whether assigned to you or a higher-level engineer. The role will require you to work effectively on the service desk systems, keeping all tickets fully updated in real time. Other responsibilities will involve performing on-site client visits as a representative of the company where necessary to resolve a technical incident.
You:
The ideal candidate will have at least 3 years' experience in a 1st line role and will come from an outsourced or IT service background (not essential). You will possess high levels of integrity and have clear, concise, and coherent customer service skills. You will be proficient in Microsoft Windows Servers, Microsoft Exchange, and Microsoft Office 365 along with Active Directory, and will ideally hold at least one up to date Microsoft accreditation.
Key Skills:
Essential
* Excellent communication skills, both written and verbal.
* Friendly, confident, and professional telephone manner.
* Ability to communicate confidently with senior execs.
* Eager to learn new skills and invest in personal development.
* Good attention to detail with well-developed problem-solving skills.
* Time management skills with the ability to prioritise effectively.
* Self-motivated with the ability to work alone and as part of a team.
* Minimum of one year in technical
