1st Line Support Analyst

My client are currently looking for a talented 1st line Analyst to join them ASAP. You will work as part of a team delivering professional customer support to external customers on a range of products and solutions assisting them with software problems via phone, email or web.

You will have a calm and confident nature with the experience to confidently deal with telephone and email queries from customers efficiently and effectively.

Queries may cover software, hardware, environmental, technical or programming issues. Attention to detail is important as is the ability to progress all outstanding calls and ensure they are resolved within SLA’s.
In addition, you will assist the customers by researching existing documentation and the internet, use of the knowledge base and liaising with other members of staff and teams, to resolve customer issues.

Reporting to Support Manager the core responsibilities of the position are to:

*Troubleshoot customer support cases in a timely manner – meeting and exceeding SLA’s
*Accurately diagnose the support case to ensure it reaches the correct support queue communicating this to the customer
*Serve as 1st Line support within the Helpdesk team
*Keep clients informed of progression with issues and provide follow up as necessary
*Collaborate with other departments as necessary to expedite resolutions
*Promote and maintain a high quality, professional, service-oriented company image among clients

JOB QUALIFICATIONS
*Previous experience of working in a Telephone Customer Service role ideally supporting software applications
*Good understanding of MS Office applications e.g. Word and Excel

JOB DESIRABLES
*Knowledge of SQL and web based applications
*Good desktop support knowledge

Your Personal Characteristics will include:
* Excellent communication skills, particularly over the telephone with the ability to explain technical issues clearly both orally and in writing.
* Logical and analytical, with a methodical approach to problem-solving.
* Solution-focused, with ability to prioritise.
* Accurate, with high attention to detail.
* Team Player, with the ability to work under own initiative and willing to take personal responsibility for issues.
* Self-motivated, resourceful and keen to learn and share knowledge.
* Enthusiastic, motivated, empathetic and professional.
* Able to manage multiple priorities.
* Flexible and conscientious.
* Good team player, yet willing to take personal responsibility for resolution of issues
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If you are interested in being considered for this position please send over your details to or call for further information