This Job Vacancy has Expired!

1st Line Service Desk Analyst

Posted on Oct 25, 2019 by Avocet Strategic Resourcing

Chelmsford, Essex, United Kingdom
Immediate Start
£18.5k - £18.5k Annual

My client is the market leader within its field and is currently looking to expand their Service Desk team by employing individuals with an excellent customer service attitude and a good level of IT skills.

The role is to provide 1st line telephone support to external customers from within the education sector, including software support on a bespoke system alongside technical support on Microsoft products and general hardware issues.

This position presents a superb opportunity for a structured career in a first-line Service Desk/IT support as there are ongoing training and personal development enabling career progression.


Work as a member of the 1st line response team to log calls in the MS Dynamics CRM system and update contacts made to the Service Desk
Taking ownership of issues and maintain regular customer contact
Communicate with customers demonstrating high levels of professionalism
Provide support on a range of software and technical issues via phone, email and remote access tools.
Investigate, capture and record quality data.
Attempt resolution or escalate to specialist support teams
Work to standard operating procedures and instructions
Work to Service Level Agreements and specified targets and objectives
Follow data compliance processes and procedures

Essential Skills

Good communication skills including spoken and written English
Good standard of education and competent IT skills/technical skills
Confident user of Microsoft Office products - Windows, Word and Excel
Ability to ask clear and precise questions to ascertain the exact details of their problem
Ability to communicate effectively at all levels
Able to work on own or as part of a team
Able to keep up to date with the latest technological advances
A good logical approach to problem-solving
Good communication and presentation skills
The ability to empathise with customers at all levels
The ability to build up a good rapport with customers at all levels
Punctual, flexible and adaptable
Good timekeeping
Conscientious and self-motivated
A can do' attitude
Excellent telephone manner
DBS checks will be required

Desirable Skills

Previous Support/Helpdesk/Service Desk or Call Centre experience
Previous experience working in customer support or education environment
Experience of online service products including applications
Experience of working in an ITIL compliant environment

Call us today for an informal chat to find out more about this exciting role or send us your CV for review.

Candidates must be eligible to live and work in the UK to be considered for this opportunity.

Please note that every application received is personally reviewed by our experienced team and we do not use automated screening tools.

Avocet Strategic Resourcing is acting as an employment agency regarding this role and does not discriminate on grounds of race, sex, marital status, religion or belief, sexual orientation, age or disability.

Reference: 782388499

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