1st Line Support / Helpdesk - hybrid

1st Line Support / HelpdeskNottingham City Centre - hybrid or office based - flexible workingGBP20,000 - GBP24,000

Overview - 1st Line Support / Helpdesk

My client is an innovative, expanding software development company with UK offices in Nottingham and Manchester, plus a global presence with offices around the world, including the Netherlands, Germany, the US, Canada, Qatar, Australia and New Zealand.

They are seeking to recruit a Junior Support Analyst for their Nottingham based team. Globally they work with over 3,000 of the leading institutions in more than 30 countries, they are by any measure the world's largest and most influential company operating in this sector.

The role of 1st Line Support / Helpdesk:

Our client is looking for a Junior Support Analyst to provide customer support on their Product Set (including 3rd party applications), resolving issues within Service Level Agreement (SLA) parameters. Building and maintaining strong relationships with their customers, ensuring high levels of service delivery and customer satisfaction.

Key duties for the 1st Line Support / Helpdesk:

• Develop an in-depth knowledge of the Product Set to enable diagnosis and resolution of support issues for customers and systems administration and managed services tasks to be undertaken
• Accept, update and assign incoming support calls and service requests via the online ticketing system, email and telephone
• Resolve reported issues at first contact, where possible
• Work closely with colleagues to ensure that the customer is kept up to date with progress and SLA parameters are met, including calls that have been escalated.
• Research for known solutions to issues and advise customers as necessary, including the provision of clear documentation where necessary.
• Provide sufficient analysis of issues reported to be able to identify bugs in the product set and document/report these to Development, along with a customer impact assessment (priority).
• Contribute to the smooth delivery of projects when called upon to help
• Recognise Requests for Enhancement and ensure that these and other customer feedback are clearly categorized and documented
• Recognise opportunities for sales of additional products and services and pass these on to the sales department.

Essential Skills for the 1st Line Support / Helpdesk:

• Keen to learn with strong interest in and aptitude for information technology
• Confident using of a variety of software applications, including databases, spreadsheets
• Helpful, supportive with strong empathy and customer service mentality
• Ability to prioritise and manage own workload
• Focussed and able to meet deadlines
• Structured, methodological approach to problem solving
• Excellent verbal communication: can provide information clearly and confidently over telephone or video call
• Good written communication: can produce good quality documentation of problems or steps to resolve them
• Self-motivated and resourceful

Please note that due to a high volume of applications across all our adverts we are only able to respond to those who have been shortlisted. If you haven't had a response within 48 hrs please assume you have been unsuccessful.