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Job

Tech Support Analyst 1st line

  • Location

    London

  • Sector:

    Customer Service, IT Service Desk

  • Job type:

    Contract

  • Salary:

    £180-£200 per day London Victoria

  • Contact:

    Keith Wilkins

  • Contact phone:

    07766 103649

  • Job ref:

    799

  • Published:

    21 days ago

  • Duration:

    3 months +

  • Expiry date:

    2022-11-04

  • Startdate:

    ASP

Our FTSE100 client truly believes in investing in its people - developing lifestyles, careers and cohesive teams that bond and deliver time and again. And it’s with this knowledge that we are delighted to be recruiting on their behalf again.

Based just by London’s Victoria Station, this role is easily commutable and provides an excellent working environment, a superb team and even longer term opportunities for the right people.

This a customer facing role and brings with it the responsibility of being the first point of contact for internal customers seeking technical support. Think of this as customer service with a technical twist as you will use your exceptional customer facing skills to provide guidance and support on technical requests.

Responsibilities:

·         Acts as the first point of contact for customers seeking technical assistance via the support bar and telephone. Responds to a broad range of service requests for support by providing information to fulfil requests or enable resolution

·         Provide ‘How do I?’ support

·         Communicate progress of individual Incident and Service Requests to individual users

·         Provides investigation and diagnosis and allocates unresolved issues

·         Investigates problems in systems, processes and services – assisting with agreed remedies and preventative measures.

·         Gathers information to enable incident resolution

·         Assists in the investigation and resolution of issues relating to applications.

·         Receives and responds to routine requests for security support, assisting in the investigation and resolution of issues relating to access controls and security systems.

·         Maintains knowledge management systems and content to meet business needs.

·         Asset management administration

Personal Attributes

·         Excellent technical and customer service skills

·         Self-motivating, enthusiastic and positive personality, able to work as part of a team or individually and must be comfortable working with customers face to face or remotely.

·         Good communication skills, both written and oral

·         Strong service-oriented ‘can do’ attitude committed to meeting and exceeding customer expectations.

·         Ability to prioritise, organise and manage workloads without supervision, taking personal responsibility for Tech issues

·         Attention to detail, thoroughness in all aspects of work and pride in working to the highest possible standards at all times.

·         Ability to work well under pressure, maintaining personal effectiveness, efficiency and resilience in challenging situations and a dynamic environment.

·         Proficiency in compiling and sharing technical knowledge to fellow team members, actively contributing to continual improvement

Essential skills:

  • Excellent customer service skills

  • Demonstrate problem solving and cross team collaboration skills.

  • Strong capability to understand and translate technical information into impactful, relevant user information.

 

Desirable skills:

 

  • Knowledge of modern workplace technology products

  • Understanding of common Microsoft platforms and productivity technologies Microsoft 365, Exchange, Teams, OneDrive and SharePoint.

  • Experience of PC hardware troubleshooting and problem solving.

  • Windows 10/11 and Active Directory administration

  • End user training skills.

  • CompTIA A+, ECDL / ICDL certification.

  • MCP certification in related technologies

This role within this organisation has so much to offer; so, if you are looking to take your IT support career to the next level contact us and we would love to talk this through with you. Or send your CV for review.

Avocet Strategic Resourcing is acting as an employment agency for this role. Please note that every application received is personally reviewed by our specialist team and we do not use automated screening tools. On occasion, a high volume of applicants will mean that we are unable to respond personally to your application and should this be the case please accept our apologies in advance. 

Applicants must be eligible to live and work in the UK to apply for this role.

Avocet Strategic Resourcing is committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, gender identity, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.