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1st Line Support Analyst job in Gloucester

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Job Ref:  204639418
Employer:  cv-library.co.uk
Job Type:  Permanent
Country:  United Kingdom
County/State:  Gloucestershire
City:  Gloucester
Post Code:  GL1
Salary:  £22000/annum
10/10/2016 16:34
Service Desk 1st Line Support Analyst required for our client an exciting Technology company based in Gloucester.

The successful Service Desk Analyst will be responsible for providing 1st line technical Support to the company's customers and the coordination of the support tickets between the customer and the business.

Key duties will include:
- Provide high levels of customer service to clients at all times
- Provide customer support via the telephone and a ticketing system
- Ability to make assessment of the urgency of the issue and resolve customer issues ensuring agreed SLA's are adhered to
- Ensure all calls and issues are logged appropriately through to resolution
- Coordinate the escalation process with other departments until resolution
- Liaise with third party suppliers
- Constant development of knowledge across all technical products
- Act as resource for project work when required
- Ensure security process is adhered to
- Investigate and diagnose issues, resolving at first contact whenever possible
- Follow security protocols

Essential Skills required:
- Exceptional communication skills (written and verbal)
- Strong customer service skills and experience
- Ability to communicate technical information into user friendly information
- Good understanding and awareness of IT terminology
- Ability and confidence to make decisions and act decisively
- Self-motivated and positive approach
- Able to work under pressure in a fast paced busy environment
- Technical qualifications in MCP / MCSE/ CCNA) would be a distinct advantage

Salary - up to £22,000 depending on experience
For more information please apply ASAP.

Elephant Stone Recruitment Limited is acting as an Employment Agency in relation to this vacancy
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