1st Line IT Support Analyst

1st Line IT Support Analyst
Applicants must have excellent communication skills and some experience of working in a customer service environment, preferably a call centre or similar office-based position. The ideal candidate will have some basic IT experience, but all applicants must have a desire to work in an IT related role to be considered for interview. This employer offers training opportunities to their staff and long-term employment.
The 1st Line Support Analyst will provide the initial support and triage for new and on-going incidents by phone, e-mail, self-service portal, chat and in person (for walk-in customers); for reported incidents, as well as handling service request fulfilment; whilst ensuring a high level of customer service.
This role is the central point of contact for all 1st Line IT related incidents and service requests, supporting internal customers across multiple sites. The role is based on site in Perth, Scotland. Only applicants already living within a commutable distance will be considered for interview.
2 alternating shift patterns – 8.00 am - 4.30 pm and 9.00 am – 5.30 pm
Knowledge & experience preferred:
* Excellent customer service skills and exceptional telephone manner – essential.
* Basic technical understanding to solve simple problems.
* Basic knowledge of network troubleshooting, desirable.
* Able to work under own initiative and motivated to learn.
* Team player that contributes to team discussions and seeks clarification when unsure
* Basic knowledge of ITIL standards
* some knowledge of Microsoft operating systems and products, with an emphasis on Windows 10, as well as Microsoft Office 365, able to operate confidently with minimal guidance
* Basic knowledge of iOS, Android mobile operating systems
* Full UK Driver’s license or working towards having your driver’s licence.
Overall purpose of the role:
* Provide first line support to end users on various technical issues and problems relating to hardware, software, network and connectivity via telephone, email, chat, and self-service
* Carry out initial triage and diagnostic of problems and resolve where possible in a timely manner according to SLA’s
* Complete service request fulfilment, including ordering new equipment and ensuring it is sent to the customer directly or to an IT centre for configuration prior to being sent on to the customer
* Where first line contact resolution is not possible, escalate to appropriate support teams and third-party suppliers, as necessary
* Log & prioritise all incidents, service requests, change requests in our ITSM tool - ServiceNOW
* Take ownership of customer problems and follow up the status of problems with the customer and communicate progress in a timely manner
* Perform IT administration duties as required
* Maintain IT asset records accordingly
* Actively participate in Continual Service Improvement
* Carry out testing when updates are released for our ServiceNow Platform
Salary:
Basic salary c£26,000 dependant on experience, rising to £27,000 after the probationary period.
If you are interested in this position and you have the relevant interest in the role, please contact Jan by sending your CV in the first instance. Full job brief is available on request.
Recruitment Consultancy – Think Staffing