Embark on a rewarding career with a leader in delivering top-notch IT solutions. We're seeking a dedicated professional to join this team as a 1st Line Support Analyst. Immerse yourself in a culture of technical excellence and be a vital part of this IT Solutions provider's commitment to delivering exceptional support services.
- Provide initial triage of tickets raised by customers, ensuring prompt attention and categorization.
- Answer calls promptly from customers calling into the service desk, delivering excellent customer service.
- Assign tickets to relevant technology queues for 2nd and 3rd line engineers, facilitating efficient problem resolution.
- Troubleshoot and resolve incidents and service requests raised with the service desk, maintaining a high level of customer service.
- Assist server and network engineers with more complex tasks, contributing to a cohesive support environment.
- Own requests and provide functional escalation to the management team, customers, and 3rd party supplier resolver groups to meet service-level agreements.
- Provide end-to-end ticket management, keeping customers updated on the progress of their requests.
- Follow documented customer-specific procedures, ensuring consistency in service delivery.
- Classify and prioritize requests in line with Incident and Service Request Management processes for effective and efficient resolution.
- Demonstrate strong attention to detail, achieving thoroughness and accuracy in troubleshooting and implementing changes.
- Maintain an understanding of applicable technologies to contribute to higher first-time fix rates.
- Work in a shift pattern with start times of either 07:00, 09:00, or 09:30, depending on business needs.
Skills and Experience:
- Ability to diagnose and troubleshoot IT-related issues.
- Diligent documentation and effective ticket management.
- Authority and confidence to deliver support to customers within specific technology disciplines.
- Exceptional customer service skills and the ability to communicate with individuals of various technical levels.
- Ability to work and learn in a fast-paced environment, demonstrating good organizational and time management skills.
- Willingness to learn and adapt to evolving business requirements.
If you are ready to contribute to technical excellence, and deliver exceptional support services, apply now!