Level 1 Technical Support Analyst (Temporary approx 6 months)

We are currently recruiting Level 1 Technical Analysts on a temporary basis (approx 6 months) for within our Service Desk environment in Greenock. The main objective of the Service Desk is to act as the single point of contact between service providers and the Client on a day to day basis. It is also a focal point for reporting new incidents, requesting updates in existing incidents and making service requests and logging IMACs.

The role will be based from home however hybrid working will be implemented once the office location fully opens inline with Covid guidelines.

Responsibilities

Be available to take calls from end-users as the first point of contact
Answer all telephone calls in a polite and professional manner
Demonstrate high levels of customer services skills to improve the end-user experience
Demonstrate a high level of technical ability to improve first-time fix rate
Arrange and perform customer callbacks to ensure a high level of desk fixes
Ensure all SLA targets are monitored, when working with tickets
Be an effective team member, contributing ideas within and also outside areas of responsibility
Maintain effective communication with the Service Desk team members and resolver groups
Work as part of a team, coordinated by their Service Leaders
Have a detailed understanding of Service Desk responsibilities and service level target
Ensure a thorough knowledge of Front Office & Back Office Procedures and Processes
Ensure an understanding of the client's company structure and location
Ensure an understanding of the support provided by the Service desk
Knowledge of all tools used; e.g Service Now, Remedy , Go To Assist, etc
Display good interpersonal skills
Good communications being tactful and diplomatic to the user's problems
Use all Service desk tools to assist in logging and resolving users problems including Knowledge Base
Escalate all user concerns and dissatisfaction with the service to the Service Leader
Ensure that the escalation process is invoked for all calls when relevant
Assist, where necessary, in any additional tasks from Service Leaders
Proactively work with Service Leaders to actively improve the service
Service Desk meetings as required
Promote and grow customer confidence in the service desk's ability

Key Skills

Technical knowledge in networks, Software, and Hardware
Thorough knowledge of Go to Assist
Flexible with working hours
Approachable
Team Player
Good time management/organisational skills.
Ability to work under pressure
Able to demonstrate good leadership skills.
Proactive to improve Service desk performance
Decision maker

Interested? Apply Now!