1st Line Support Analyst
Venesky-Brown’s client, a public sector organisation in Glasgow, is currently looking to recruit a 1st Line Support Analyst for a 3 month contract on a rate of £175/day (Inside of IR35). This role will be a hybrid of working in the office and at home.
Responsibilities:
– Handle customer contacts and resolve incidents, where possible, ensuring the correct processes are always followed and issues are resolved at first contact where possible
– Accurately capture details of incidents through having the required technical knowledge to ask the correct questions
– Perform triage of issues and accurately record information to categorise and prioritise tickets correctly
– Where required, refer incidents to the correct resolver groups ensuring the correct data is collected and passed on
– Handle any escalations to ensure a timely resolution
– Where required, communicate effectively with Service Management to ensure that all incidents, problems and changes are well understood, and all actions are carried out as planned
– Communicate effectively with 1st Line Team Leader especially with regards to any risks to the service or of any escalations that cannot be resolved in a timely manner
– Be aware of Project activities that are ongoing and any effect they may have on service in order to advise customers correctly
– Identify service improvements and actively seek involvement in bringing them into operation
– Any gaps in processes and work instructions that are identified must be flagged or documented appropriately in Knowledge Base articles
Essential Skills:
– Demonstrable work experience equivalent to SCQF 7 or be educated to HNC level in an IT related subject
– Proven track record in call handling
– Experience of working in a service environment
– Experience of using online tools to record and monitor customer contacts
– Good technical knowledge of Microsoft based environments
– Ability to use good listening and questioning techniques
– Good communication skills especially when explaining resolutions or work around to customers
– Good problem-solving skills
– Customer focused with the ability to understand and resolve technical issues
– Prepared to take personal accountability for defined area of responsibility
– Good attention to detail and an ability to record specific information from customers accurately
– Ability to work to changing priorities when major incidents occur
– Polite and articulate
Desirable Skills:
– Previous experience of working within a service centre where the service is delivered by multiple supplier
– Understanding of the Information Technology Infrastructure Library (ITIL) Framework and its application
– Ability to be innovative especially when looking for solutions
– Desire to widen area of expertise and to look for personal development opportunities
Responsibilities:
– Handle customer contacts and resolve incidents, where possible, ensuring the correct processes are always followed and issues are resolved at first contact where possible
– Accurately capture details of incidents through having the required technical knowledge to ask the correct questions
– Perform triage of issues and accurately record information to categorise and prioritise tickets correctly
– Where required, refer incidents to the correct resolver groups ensuring the correct data is collected and passed on
– Handle any escalations to ensure a timely resolution
– Where required, communicate effectively with Service Management to ensure that all incidents, problems and changes are well understood, and all actions are carried out as planned
– Communicate effectively with 1st Line Team Leader especially with regards to any risks to the service or of any escalations that cannot be resolved in a timely manner
– Be aware of Project activities that are ongoing and any effect they may have on service in order to advise customers correctly
– Identify service improvements and actively seek involvement in bringing them into operation
– Any gaps in processes and work instructions that are identified must be flagged or documented appropriately in Knowledge Base articles
Essential Skills:
– Demonstrable work experience equivalent to SCQF 7 or be educated to HNC level in an IT related subject
– Proven track record in call handling
– Experience of working in a service environment
– Experience of using online tools to record and monitor customer contacts
– Good technical knowledge of Microsoft based environments
– Ability to use good listening and questioning techniques
– Good communication skills especially when explaining resolutions or work around to customers
– Good problem-solving skills
– Customer focused with the ability to understand and resolve technical issues
– Prepared to take personal accountability for defined area of responsibility
– Good attention to detail and an ability to record specific information from customers accurately
– Ability to work to changing priorities when major incidents occur
– Polite and articulate
Desirable Skills:
– Previous experience of working within a service centre where the service is delivered by multiple supplier
– Understanding of the Information Technology Infrastructure Library (ITIL) Framework and its application
– Ability to be innovative especially when looking for solutions
– Desire to widen area of expertise and to look for personal development opportunities
