Overview

Summary of a 1st Line Support Desk Analyst
To provide first line support by handling Fault Report Forms and Service Requests submitted via telephone, email and online, and managing them through the appropriate hardware and software support processes in line with agreed SLAs.

Location –  Hampton Wick

Salary – £26,000 PA

Duration – Permanent

 

Responsibilities of a 1st Line Support Desk Analyst
To provide support to our UK customers as well as our international partners, working closely with support teams in Europe, US & Asia

  • To be the first point of contact for all inbound customer calls and emails
  • Walk customers through the case management process and fulfil customer requests for information
  • Resolve technical issues over the phone wherever possible
  • Log and take ownership of all inbound cases and escalate to the relevant hardware and software support streams
  • Utilise excellent customer service skills to keep customers updated on their open cases and exceed customers’ expectations on aftersales care
  • Respond to all submitted Fault Report Forms
  • Follow up with customers, provide feedback and see problems through to resolution
  • Ensure all fault Repair Forms are responded to within 1 working day of submission
  • Logging of all incoming calls and emails
  • Tracking of all Fault Report Forms, including hardware, software and internal IT
  • Escalating service issue to the Service Delivery Manager
  • Track, route and redirect problems to correct resources
  • Update customer data and produce activity reports
  • Produce Management report which provides a clear view of the volume and support desk trends
  • Arrange RMA collections and returns via company appointed courier
  • Work with Service Delivery manager to create, document and maintain knowledge base.
  • Recommended procedure modifications or improvements
  • Preserve and grow your knowledge of support procedures, products and services
  • Logging of all incoming calls and emails

 

 

Key competencies of a 1st Line Support Desk Analyst

  • Experience of providing external customer support in a support desk/call centre or similar environment
  • Ability to analyse, prioritise and correctly triage service requests
  • Excellent customer service and verbal communication skills
  • Accuracy/attention to detail
  • Empathetic telephone manner
  • Experience of using call/incident/CRM logging systems
  • Good appreciation of and interest in technology
  • Competent Excel user
  • Good standard of education
  • Working knowledge of helpdesk software, databases and remote control
  • ITIL Foundation

 

Please note: As you can appreciate we are currently overwhelmed with applications and we can therefore only contact those applications that have relevant skills for positions that we currently have available. Should you not hear from us within a week, you have been unsuccessful on this occasion.

March Recruitment is an equal opportunities employer and complies with all relevant UK legislation. If you are successful in your application, you will be required to attend a full registration with one of our Consultants which will involve you providing a current passport, any relevant visas and completing relevant tests and a full competency based interview.

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