Service Desk Analyst / 1st Line
Hours: Full time (37 hours per week)
Plus, fantastic benefits which include the following:
- 30 days annual leave + Bank Holidays
- Free car parking
- Flexi time working
- Support for further training and development
- Travel season ticket loan
- On site café
Dynamite Recruitment's client, one of the top five institutions of its kind in the world, are seeking a 1st line Technical support to join their stunning offices in Southampton
Working with the service desk team / 1st Line , you will be providing first line technical support to a variety of customers and internal employees and undertake supportive tasks
As a service desk analyst / 1st Line support you will be responsible for the following tasks
- Helpdesk: Acting as a first point of contact for clients and internal employees via email and on the telephone
- It is your responsibility to ensure that calls are answered within the KPIs.
- You will need to follow the basic processes and diagnostics (1stfixes) to establish the exact problem on site and where possible resolve issues for the customer
- You will be responsible for escalating issues according to company escalation process and ensuring the right people are aware of any issues that need attention.
- You will be expected to Log & update all calls on both the company call management system and, in some cases, certain third-party systems.
- It is the Technical Support Analysts responsibility to ensure that the call management systems are up to date with all necessary relevant information.
- You are expected to provide software support using Remote Control/Access systems, following basic processes and diagnostics to establish the exact problem on site and implement fixes.
The ideal candidate will have
- Previous experience within Service desk , technical support , 1st line position
- Will have an IT related qualification ideally
- Will have good written and communication skills
- Will have the ability to trouble shoot
- Will have worked to SLAs and KPIs
To be considered please submit your CV Immediately
Key works , service desk , 1st line , technical support , technician
Dynamite Recruitment Solutions Ltd is acting as an Employment Agency in relation to this vacancy.