1St Line Support Analyst

Job Title1st Line Support AnalystLength Until March 2025IR35 Inside. Paid PAYERate GBP175 per dayLocation Paisley - Must be within commuting distanceWorking pattern Hybrid. Shift work between 8am-6pm, 35 hours a weekResponsibilities:

• Handle customer contacts and resolve incidents, where possible, ensuring the correct processes are always followed and issues are resolved at first contact where possible
• Accurately capture details of incidents through having the required technical knowledge to ask the correct questions
• Perform triage of issues and accurately record information to categorise and prioritise tickets correctly
• Handle any escalations to ensure a timely resolution
• Communicate effectively with the team leader and other teams
• Identify service improvements and actively seek involvement in bringing them into operation

Essential Criteria: Demonstrable work experience equivalent to SCQF 7 or be educated to HNC level in an IT related subject Proven track record in call handling Experience of working in a service environment Experience of using online tools to record and monitor customer contacts Good technical knowledge of Microsoft-based environmentsDesirable Criteria Previous experience of working within a service centre where the service is delivered by multiple suppliers Understanding of the Information Technology Infrastructure Library (ITIL) Framework and its applicationWhat you need to do nowIf you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.

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