1st / 2nd Line IT Support Analyst

Recruitment Genius
01 Aug 2017
15 Aug 2017
Contract Type
Full Time
1st / 2nd line Support analyst required to join a leading IT support managed Services Company based in Farnborough. They see this as a career opportunity as opposed to a job opportunity; Seeking highly driven individuals to progress in IT through their company structure and certifications.

The primary function of this role is to provide a professional and efficient support experience to their national client base.

Support engineers are required to work closely with their customers support requests through to resolution; or escalation to their senior engineering team.

It is a key requirement to maintain a strong customer service focus at all times ensuring the highest levels of technical assistance and customer satisfaction.

As a Support Technician your key responsibilities will include: -

- Managing your tickets
- Answering incoming calls.
- Clear and concise logging of technical support calls as per company procedures.
- Maintaining regular communication with customers throughout support.
- Escalation of support tickets to senior engineers continuing to monitor the ticket progress to conclusion.
- Ensuring all support calls are dealt with in a professional and timely manner meeting and exceeding customer SLA.
- Providing support to multiple environments, systems and devices.

Their Ideal candidate has:

- IT Career aspirations
- Experience working in a service desk environment
- Microsoft qualifications
- Customer service experience

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