First-Line Support Analyst
Job Type : Permanent, Full Time
Salary : £22000/annum
First-Line Support Analyst
Working in a fast-paced environment where no day is the same, the ideal candidate will have experience working as a First-Line Support Analyst or Engineer and will be able to build key internal and external relationships. They will join a rota system as part of the role, and day-to-day duties will include:
Providing remote first-line support to digital screens clients
Answering calls from clients and raising support tickets
Taking ownership of users' issues and identifying appropriate solutions to resolve service incidents and requests
Providing users with regular communication on the progress of investigations and planned solutions
Working closely with the support team to provide first-line support, ensuring assigned calls are responded to and issues diagnosed and resolved swiftly
Assisting remote support engineers with an incident resolution for any on-site devices
Creating standard documentation on problem resolution and fixes and updating the technical knowledge base
Keeping up to date with new technology trends
Recording incidents within Zendesk and providing timely feedback to customers. Essential skills
Experience in client support functions
Good communication skills, both written and verbal
Ability to work on own, as part of a team, and under pressure
Good time management and ability to prioritise
Initiative to diagnose problems
Professional working attitude
Experience in providing high levels of customer service
Problem-solving expertise in hardware, operating systems, and software packages.
Desirable skills:
Experience using Zendesk Experience with Digital Screens and AV support
More Information
- Address Nottingham, Nottinghamshire
