IT Service Desk – 1st Line Support Analyst (JUL20225591)

2mesjobs 2M Employment Solutions Ltd

IT Service Desk – 1st Line Support Analyst
Reports To: 1st Line Team Leader
Location: Eccles
Hours of Work: Mon-Fri 8 am-6 pm (Rota)
Salary: £20-£25k per annum

The Role
The IT Service Desk is the single point of contact for all IT services, requests, and incidents. The IT Service Desk is a busy, dynamic, fast-paced team, servicing 6 individual businesses and over 1000 colleagues
You should have excellent customer service skills and broad knowledge of IT. Be confident, friendly and approachable with a good telephone manner and able to communicate with staff who have varying IT Knowledge. Having an eye for detail and accuracy is essential.

You will have 1-2 years experience within IT service desk or demonstratable customer service skills with an aptitude for technology.

Include but not limited to:
• Receives and handles requests for service, following agreed procedures and SLA, accurately and to a high-quality originating from our portal, e-mails, telephone, and face to face.
• Logs incidents and service requests and maintains relevant records:
o Identifies and classifies incident types and service interruptions
o Records incidents cataloguing them by symptom and resolution
• Provide 1st line technical support
• Acting as customer liaison and delivering an excellent customer experience
• Take ownership of user requests and be proactive when dealing with user issues
• Providing updates to the customer on the progression of their call
• Administration of required systems and documentation
• Liaising with 2nd and 3rd line support teams and 3rd party/vendor support teams
• Escalating calls where necessary, monitoring 2nd and 3rd line SLAs
• Maintain the IT asset register
• You will be required to travel to other offices as and when required
• Support hours are currently 8 am to 6 pm Monday to Friday, with a shift rota.

• Telephone and face-to-face customer service skills
• Empathy and understanding of customer needs
• Effective organisation and time management skills
• A good technical understanding of computers, networks and communications systems
• Exceptional attention to detail
• Ability to work accurately under pressure
• Excellent communication and interpersonal skills

Knowledge and experience in the following will be advantageous.
• Knowledge of Windows 10, M365 & Active Directory
• ITSM Tools
• MS Outlook
• MimeCast
• iOS / iPhones / iPads
• Go To Assist, GoToMyPc

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