1st Line Helpdesk Support Analyst

A fantastic opportunity for a 1st Line Helpdesk Support Analyst to take their first step on the IT ladder by joining this established IT Solutions Company who are currently experiencing substantial growth in their client base. Working within an a team of helpdesk analyst you will be required to provide users throughout the UK with a first class help-desk service.

Roles & Responsibilities

-Taking inbound calls from users with technical issues providing a high level of customer service to internal and external customers.
-To ensure all calls and tickets are raised with detailed information of user issues accurately on the Call Management system.
-Resetting passwords using Active Directory.
-Respond efficiently to enquiries and effectively resolve any issues.
-Escalating any complex incidents to 2nd/3rd Line Engineers inline with company processes/SLA’s
-Evaluate and chase up escalations appropriately to ensure customer demands are met.

The successful candidate will need to have an excellent telephone manner with a strong attention to detail and ability to work under pressure. Previous experience as an IT Desktop support experience is not essential but anunderstanding or a working knowledge of IT desktops concepts is would be an advantage. Customer Service Experience is Essential.

Hours 08.30 -17.30 Monday-Friday