Customer Desk Support Analyst
Full job description
Logical Personnel Solutions
Salary: £26,000 – £28,800 per year
Title: Customer Support Desk Analyst
Location: Farnham
Salary: £26,000 – £28,800per year+ benefits
Company & Role
Our client is a leading Engineering firm with a very strong presence in Communications, Telecommunications Defence and Nuclear sectors.
Our client is seeking a customer focussed individual to join their growing technical (IT) Customer Services team. They provide a quality Support and Maintenance service to external Customer base, for bespoke business critical software packages that have been designed and delivered. Their Customer base covers various markets including: Airports, Manufacturing, Emergency Services, Water and Environment, Communications and Local Government. This is not an environment where there are vast numbers of phone calls coming through with requests for PC and Server faults.
Responsibilities
* Receiving, analysing and managing Customer Support issues which may be received over the web via our bespoke call logging system, by email or by telephone
* Answering Inbound Telephone Calls
* Carrying out 1st Line diagnostics on customer support calls and where possible providing assistance with 2nd line support
* Monitoring support call resolutions with line manager and 2nd line support staff
* Running customer and management reports
* Assisting with the delivery of software releases
* Provide assistance with appropriate Product Software Testing
* Assistance in the preparation of quotations for renewals and new contracts
* Report writing and drafting contractual documentation for line manager approval
Requirements
The ideal candidate will have one or more of the following;
* Customer focused and support orientated
* Knowledge of MS Office products, Windows XP and the Internet
* Project office experience
* Understanding of.NET web applications
* Understanding of SQL Server
* Experience in quotations and produce legal documentation such as Service Level Agreements
* Basic Networking Skills
* Experience of a Software Help Desk
* An IT Certification would be an advantage
For further information on this opportunity please contact Andy Cooper at Logical Personnel Solutions.
This vacancy is being advertised by Logical Personnel Solutions Limited. The services advertised by Logical Personnel Solutions Limited are those of an Employment Agency
To apply for this job please visit definitejobs.co.uk.