Paying up to £22,000
1st Line Help Desk Support Analyst – Towerhill – Up to £22,000
About the company
Our client is a global service provider, offering a full range of business process outsourcing for IT and accounting professionals within the legal industry. Covering the USA, Europe and Asia. They provide complete coverage for any technology or support issues and can create cost-effective methods in accounts receivables management.
In addition to IT support they also develop cutting edge software and applications in support of our services through an in-house development team.
You will share values and have an interest in working with the latest technologies in support of their operations team to provide exceptional customer service to their clients.
We are currently seeking a Help Desk Support Analyst to join our team in London.
About the Role
For this role the client is looking for a strong 1st line engineer with some help desk support exposure. You will be expected to deliver high level of customer service at all times, be energised and driven to complete tasks and projects at hand and be able to work well under pressure.
Essential duties and responsibilities include, but are not limited to:
·Serve as the initial contact for reporting technical issues, and answering questions regarding upgrades, installations, and other software/hardware/network issues.
·Effectively communicate with requesters in a bright, confident, and professional manner (by their script, spelling, grammatical, and related guidelines);
·Accurately diagnose client technical issues; gather the necessary information; and perform standard, preliminary research using all relevant available resources;
·Effectively implement the steps found in available resources by following the instructions and using a variety of remote access, user admin, and related tools;
·Clearly and thoroughly document requests for assistance in our ticket management system, and track incidents through to resolution/escalation (per client guidelines);
·Escalate unresolved issues to Team Leads.
·Identify potential outages and other problems (via information gathering, ticket trends, etc.) and communicate the information to Team Leads in a timely manner.
Minimum requirements include:
·Must have good knowledge of Word, Excel, Outlook, Win 8/10 and keyboarding (will be required to complete a skills assessment for employment consideration).
·Excellent analytical, problem-solving and communication (verbal and written) skills.
·Ability to work with minimal supervision and demonstrate appropriate initiative when making decisions
·Excellent time-management, organisational and communication skills
·Accuracy and the ability to handle a high-volume of work efficiently are essential to this position
·Strong customer service focus, with the ability to work professionally in a call-centre environment (remaining calm and professional with difficult and technically-inexperienced requesters)
·Professional, accountable, and resourceful “team player” mindset
·Windows 8 or 10 (Essential)
·Windows Server 2012 (Beneficial)
·Positions are full time.
The ideal candidate will be someone who will have the below skills and qualities:
·A strong desire and focus on continued improvements and personal development
·Passionate about IT and a desire to achieve team goals
·To continually strive to improve the client’s overall effectiveness
·Excellent problem-solving skills
·Proven ability to work under pressure and with other people
·Strong time management and self-motivation skills
·A lateral thinker
·Keeping up to date with current industry trends, emerging technologies and best practices
Opportunities like this do not last forever, if you feel this role is fitting for your next career move then do not hesitate to contact me on 0207 655 4604, or you can drop me an email to firstname.lastname@example.org