Job Reference: BBBH40202
Job Duration:
Start date: ASAP
Description:
1stLine Analyst
Location: Tyseley Salary: £24,000-£26,000 + shift allowance
Industry: MSP
Are you an experienced 1stLine Analyst? Do you want the opportunity to work for a fast-growing MSP who prioritise staff training and progression?
Do you have experience of logging and processing customer tickets, and working to SLA's?
Client:
Concept IT are looking for a Service Desk Analyst to work for a large MSP based in Birmingham. My client provides a busy service desk to customers all over the UK and due to a sustained period of growth are looking to expand their IT team.
Role:
Provide onsite IT technical support for customers, over the phone or on email. Ensuring the customers receive the highest level of support, working closely with the technical teams to investigate, troubleshoot and support IT infrastructure, hardware, and software across our customer locations.
Key Responsibilities:
* Provide accurate part diagnosis and ensure parts are sent (where and when required) to meet the current calls SLA
* Schedule engineers to meet the requested customers appointment or within the SLA of acase.
* To support engineers and customers with any inbound ICT hardware technical queries.
* Engage 3rd parties for resolution where any supported inventory is found to be supported by them
* Liaise with customers to ensure any data/ appointments are met.
* Speak confirmation where required to the end user or customer services desk for any required/ Missing info.
* Follow agreed escalation paths to hit a successful SLA resolution where required.
Skills, Knowledge and Experience required:Essential
* Security Cleared to SC level, or capable of obtaining such clearance.
* Desktop / laptop / printer technical accreditations such as:
HP A+
Dell Laptop/Desktop exam accreditation.
* Hardware fault solutions and problem findingideology
* Microsoft Office usage in WORD, EXCEL, OUTLOOK
* Excellent customer service skills.
* Ensure telephone supportfix KPI's are met.
* A good understanding of SLA's
Desirable
* ITIL awareness or a Service Desk background
* Hp/IBM/Dell/Lenovo accreditations
* Experience using D365 CE
Server + IBM accredited / HP accredited.
Industry: IT
Salary: £20000 - £26000 per annum
Salary Benefits:
Vacancy Type: Permanent
Job Skills: -
Contact Name: Kelsie Prior
Website: -
Direct Application URL: -