1st Line Support Analyst

1st Line Technical Support Analyst – Salary £17,000-£20,000 DOE plus excellent benefits

Based: Stroud / Gloucestershire

Our Client is a large Logistics company based in Gloucestershire, they are looking for a 1st Line Support Engineer to join their IT team.

We are searching for a customer service orientated ‘1st Line Technical Support Analyst’ to join the helpdesk team in their UK head office in Stroud. You will be the first point of contact providing Software/Hardware technical support to their internal employees and business partners.

Key Job Responsibilities:

• To represent the client in a professional, efficient manner when discussing issues with the customer ensuring you leave them confident in your ability to provide the support required
• To ensure that calls are answered within the targets provided and issues are logged both by email and telephone for all customers, aiming to keep well within the phone system KPI’s
• Responsible for escalating issues according to the business process and ensuring the right people are aware of any issues that need attention
• Provide software support using Remote Control/Access systems, following basic processes and diagnostics to establish the exact problem on site and implement fixes
• Give technical support to engineers on site with all queries when necessary
• You will assist with the implementation of new software, hardware releases and ad-hoc rollouts as part of a team

Skills and Experience required:

• Excellent Oral and written communication skills is a must
• Educated to GCSE level in Maths and English as a minimum but ideally with some IT Qualifications (Microsoft would be advantageous)
• Keen attention to detail
• Can manage high workloads as and when required
• Good problem analysis/problem solving skills
• Working knowledge of Microsoft Windows and Office preferred
• Understanding of the following would be a bonus: Remote connections, SQL, Borland, Visual Basic, C#

This is an excellent opportunity for those with helpdesk experience to join this market leading company and progress your career onto the next level. Apply today or contact us for more information and an informal chat about the role.

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