1st Line Support Analyst

1st Line Support Analyst – Permanent – Knutsford

Hours/Shift: Shift times: 6am - 2:30pm, 2pm - 10:30pm, 10.00pm - 6.30am

Hours of work —40 hours per week, flexible due to the Service Delivery requirements. The contract is governed by 24 * 7, 365 days a year; this will include weekends & bank holidays

Holiday entitlement - 28 days per year pro rata including bank holidays

Required: - Customer service or support role, preferably within a SaaS or technology environment. Exceptional communication skills, both verbal & written. Strong problem-solving abilities with a proactive & inquisitive mindset. Experience with monitoring tools & a keen interest in continuous improvement. Familiarity with incident & problem management processes. Ability to work independently, demonstrating initiative & self-motivation. Team-oriented with a willingness to support & mentor colleagues. Experience with Microsoft Azure services & monitoring tools is desirable. Familiarity with Azure Monitor for collecting & analysing metrics & logs from Azure resources. Understanding Microsoft's incident response processes & best practices.

Job Description:

My client is seeking a dedicated & proactive Customer Service Frontline Level 1 Specialist. In this role, you will collaborate with partners & large enterprise organizations to deliver exceptional "white glove" service, ensuring seamless business operations & user satisfaction. Your responsibilities will encompass monitoring my clients SaaS platform hosted on Microsoft Azure, managing incidents & problems, fulfilling service requests, & continuously seeking opportunities for improvement.

Key Responsibilities:

• Customer Support: - Serve as the primary point of contact for partners & enterprise clients, addressing inquiries & providing timely updates. Deliver "white glove" service, ensuring user satisfaction & maintaining strong client relationships.
• Platform Monitoring: - Utilize monitoring tools to oversee the performance & health of our SaaS platform on Microsoft Azure. Demonstrate curiosity by questioning anomalies & proactively seeking enhancements.
• Incident Management: - Identify, document, & resolve incidents promptly to minimize service disruptions. Collaborate with internal teams to elevate & resolve complex issues.
• Problem Management: - Analyse recurring incidents to identify root causes & implement preventive measures. Develop & maintain a knowledge base for common issues & solutions.
• Service Requests: - Process & fulfil service requests efficiently, ensuring adherence to service level agreements (SLAs). Coordinate with relevant departments to meet client requirements.

With over 90 years' combined experience, NES Fircroft (NES) is proud to be the world's leading engineering staffing provider spanning the Oil & Gas, Power & Renewables, Chemicals, Construction & Infrastructure, Life Sciences, Mining andManufacturingsectors worldwide. With more than 80 offices in 45 countries, we are able to provide our clients with the engineering and technical expertise they need, wherever and whenever it is needed. We offer contractors far more than a traditional recruitment service, supporting with everything from securing visas and work permits, to providing market-leading benefits packages and accommodation, ensuring they are safely and compliantly able to support our clients.