1st Line Technical Support / Analyst - Surrey

  • Job Reference: HQ00016032
  • Date Posted: 22 March 2019
  • Recruiter: E-Resourcing
  • Location: Epsom
  • Salary: £20,000 to £25,000
  • Sector: IT (general)
  • Job Type: Permanent
  • Work Hours: Full Time

Job Description

1st Line Analyst - Microsoft Windows and Active Directory

Experience required:

  • Experience on a busy Help Desh or IS Call Centre
  • Knowledge of MS Office, Outlook, Windows 7/10
  • Active Directory, PCs and iPhone/iPAD Hardware
  • Good written communication
  • Excellent troubleshooting skills
  • Good workload management and prioritisation skills
  • Team Player

Responsibilities:

  • Record and resolve IT issues raised by computer users, achieving the agreed first line fix target, and escalating to specialist hardware and software support teams where appropriate.
  • Manage issues raised to ensure regular communication with end users and timely issue resolution is carried out.
  • Work on service requests and tasks adhering to agreed time scales, SLA's and quality standards.
  • Participate in root cause analyis as appropriate.
  • Act as the face of systems support for both interval and Centre Network customer and manage all service related communication and updates.
  • Support small and medium sized projects driven by internal business requirements.
  • Proactively propose areas of focus for servie improvement initiatives and take ownershop of identifying appropriate solutions and/or processes and procedures.
  • Participate in daily stand-ups and other service related meetings as required.