1st Line Support Desk Analyst – Graduate

1st Line Support Desk Analyst – Graduate – Software – Solihull, West Midlands

Our client, a rapidly expanding software company, is looking for a bright, articulate, customer friendly, graduate level 1st Line Support Desk Analyst to work within their Support Desk team in their Solihull office.

The 1st Line Support Desk Analyst role would suit someone who wants to join a successful software company and offers excellent career prospects for the right individual.

The 1st Line Support Desk Analyst position would suit a recent graduate level candidate with a strong IT service desk and/or customer service background. The ideal candidate will be articulate and personable. You must have great customer service skills, the ability to work in a fast paced and high call volume environment with attention to detail, the ability to work on a number of tasks simultaneously and good time management skills. The position will include liaising directly with clients and so a good telephone manner is critical.

Key responsibilities-

• Handling incoming contact from the customer via phone and email

• Logging of incidents / requests in the support ticketing system

• Categorisation of incidents with respect to their severity and urgency

• Management of 1st Line queue and personal queue of outstanding incidents and requests in priority order

• First contact fix of incidents

• Resolution of standard request types in a timely manner

• Escalation (functional) where incident / request is not responsibility of 1st Line

Professional and personal requirements-

• IT service desk experience
• Customer service experience
• Ability to work in a fast paced and high call volume environment
• Broad general IT background knowledge
• Strong communication and organization skills
• Articulate and personable
• Exceptional attention to detail
• Excellent time management skills
• Measured performance under pressure

• ITIL Foundation V3 (not essential, but desired)

• CompTia A+ , Network (not essential, but desired)

Salary and benefits commensurate with experience.

1st Line Support Desk Analyst – Graduate – Software – Solihull, West Midlands