1st Line Support Analyst – 4 Shift / Week

Manpower are currently recruiting for a 1st Line Support Analyst to join their Client – an on-site delivery specialist for multi-vendor products and services.

The successful candidate will be expected to work as part of the larger Client Service Desk team, providing technical support to all internal and external customers. Focus will be placed toward the Break Fix support. This role’s eventual location will be in Bracknell as there is an office move scheduled during May from Theale (current location).

Office Hours for this role will be Monday to Friday, 4 days on a 12hr shift some half days will be required over certain weekends, however no night shifts.

Those wanting an entry level / junior role that have just finished sixth form, college or university and looking for their first job in a Customer Service / Computer Helpdesk or Service desk type position will be considered for this job as the training we can provide will cover everything you will need to know. This role will require some technical knowledge however not essential as it will be very much similar towards a helpdesk style role.

Full training is provided for the first 4/5 weeks following your first day and it will continue throughout with a lot of support. Training and support will be provided towards technical skills (it would be ideal if the candidate has some knowledge or a passion towards IT).

Of course some IT knowledge is perfect however not essential. This knowledge may include Microsoft Office applications such as Word, Excel, PowerPoint & Visio. SharePoint and SharePoint administration. It will be desirable to own experience of working towards SLA’s and KPI’s, and demonstrable understanding of how this can be achieved and/or corrected.

We will be looking for:
Good communication skills both written and verbal.
Good level of Keyboard skills and an excellent telephone manner.
Have the ability to communicate at all levels.
Display calmness and the ability to solve problems under pressure.
Strong interpersonal skills and high awareness of customer needs.
Proficient in Microsoft office applications.
Some IT knowledge/background would be ideal however not necessary.
Job Responsibilities will be to respond to all customer requests for service into the Service Desk, logging each incident on the appropriate call-logging application.

*To try and “first line fix” the call within the Service Desk using any gained technical skills. If this is not possible, to then assign the call onto the appropriate resolving agency.
*To manage each incident as effectively as possible until a satisfactory resolution has been agreed.
*To maximise the number of incidents closed and to minimise the number of incidents open.
*To escalate any major incidents onto the Service Desk Manager and/or Incident Manager.
*To escalate any outstanding incidents with the appropriate supplier and/or 3rd party group.
*To proactively identify opportunities where the Service Desk can ‘delight’ the customer.
*To assist in any project work and/or ad-hoc requests for support from the Service Desk Manager

Interested? Think you can do it? Please apply for this role with a CV which will highlight your transferable skills and experience