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1st Line Support Analyst - Seaside/Beach Location!

Posted on Jan 2, 2020 by IT Support 365 Ltd

Portland, Dorset, United Kingdom
Immediate Start
£18k - £21k Annual


The post is based at Portland, Dorset.

Job purpose

Working as part of a small team, based at a beautiful seaside location, your work will involve providing technical support on a very busy Service Desk to all ITSupport365 Ltd clients.

Principal duties and responsibilities

  • Ensure our ITSM tools are used to maintain records of incidents/tickets, knowledge and requests.
  • Being the first point of contact for customers, both through phone and email.
  • Raising all support incidents on the system, and either taking ownership of the incident or routing it to the correct team.
  • Ensuring all is gathered in a clear and concise manner.
  • Troubleshooting issues, both over the phone and by remotely accessing the user environments to carry out diagnostics.
  • Liaising with other departments and third parties where required, maintaining strong communication with the client throughout.
  • Develop and update technical guidance documentations.
  • Strive to maintain customer SLA's, escalating issues to the Team Leader where necessary.
  • When applicable provide out of hours technical service support; Carry out any other duties that are within the employee's skills and abilities whenever reasonably instructed.
  • Providing an excellent level of customer service at all times.
  • Adhere to company policies and procedures at all times.
  • Confidence in dealing with customers when providing both telephone and remote support.
  • A high degree of customer focus.

The successful candidate will have:

  • Have a previous IT background, preferably providing support and troubleshooting.
  • Experience of using and troubleshooting:
    o MS Office 365, 2016
    o MS Windows 7, 10
    o Basic understanding of Active Directory and Networking (LAN)
  • Knowledge & understanding of the ITIL framework
  • Experience of identifying faults via root cause analysis and looking for trends.
  • Experience of working to SLA's
  • Keeping up to date with existing and emerging technologies

Job Types: Full-time, Permanent

Salary: £18,000.00 to £21,000.00/year

Reference: 820604059

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