1st Line Support – Helpdesk Analyst

This company is a customer focused organisation providing technical software, services and support to the healthcare market. They currently have vacancies for IT Helpdesk Analysts to compliment their already successful 1st line support team based in London.

You will be providing essential 1st line support to their software users throughout the UK. This is an excellent opportunity for graduates looking for their first/second role in IT with excellent prospects for career development and progression within the company.

Key responsibilities:

– To provide a friendly and professional service to their customers at all times
– To ensure that all customer problems are resolved to a satisfactory conclusion
– To accurately record and maintain call management system records when dealing with incidents and queries raised by customers and internally
– To ensure log SLA targets are maintained through proactive management of individual and team calls
– To ensure that all incoming calls are answered within an acceptable timescale. This also includes being aware of the wait times for all product queues and acting to resolve long delays
– To ensure all customer call backs, faxes and e-mails are carried out in an acceptable timescale
– To escalate to a team leader/manager where a customer problem is not being resolved in an acceptable timescale
– To notify a team leader/manager where a customer has a serious problem which is causing severe difficulties for the customer
– To keep customers informed of the progress of their problems
– To fully follow all Helpline procedures including those for logging faults to Maintenance, Installs and Development departments
– To help members of staff from other departments at the company wherever possible.
– To support the field based staff in order that they can ensure complete customer satisfaction
– To highlight problems in any area of the software of systems that either causes the customer problems or results in extra work for the Helpline

Key skills and requirements needed:

– Degree (IT related) gained within the last 2 years
– Ideally 1 years commercial experience or work placement in an IT role
– Excellent customer service skills
– Confident, friendly and professional personality with a proactive and enthusiastic approach to work
– Strong organisation skills especially the ability to multitask and prioritise workload
– Ability to learn fast and take in information

The position is based at their Head Office in Battersea, London SW8, therefore it is essential you can travel to this location easily (UK residents only).

Shifts are staggered between 07:00 and 19:00 Monday to Friday, and you may also be required to work occasional Saturdays on a rota basis.

Helpdesk Analysts will report directly to Service Desk Management.

Salary: £22k p.a. rising steadily to £25k after 18 months service.