Helpdesk Analyst

☞ CareerAddict

View: 107

Update day: 04-06-2024

Location: Farnborough South East

Category: IT - Software

Industry: IT Services IT Consulting

Position: Entry level

Job type: Full-time

Loading ...

Job content

Lucid connect are working with an IT Services provider and are working with them in their search for a Helpdesk Analyst. This role will involve taking calls from the customer, raising tickets and attempts, where possible, to provide a first time fix for the callers to the Help Desk.The role is 100% customer facing and must be mindful of queuing calls, aging tickets and when to escalate tickets to 2nd or 3rd Line support.Roles and responsibilities
  • Answering calls from end users in a professional and polite manner
  • Working to resolve where possible calls as a First Time Fix
  • Working within SLAs to manage customer issues and ensure calls are handled correctly, escalating to internal teams or 3rd parties where necessary
  • Following up with customers at the completion of a ticket, from any team, to ensure their satisfaction before closing the ticket
  • Ensuring that any ticket raised has complete detail of the issues and all tasks undertaken in the resolution of the ticket to date
  • Ensuring all tickets raised are completed to a high standard of information, where necessary capturing any changes to the end user information
Qualifications And Requirements
  • ITIL Foundation certificate
  • Previous technical experience of customer support
  • A good understanding of Help Desk tools
  • Excellent understanding and practical experience of Windows based environments
  • Knowledge of incident, problem, request, change and release management.
  • Ability to use logic and reason to troubleshoot and fault find.
  • Excellent communication skills
  • Excellent customer service
  • Good attention to detail
Loading ...
Loading ...

Deadline: 19-07-2024

Click to apply for free candidate

Apply

Report job
Loading ...
Loading ...

SIMILAR JOBS

Loading ...
Loading ...