It Support Analyst

Description:

IT Support Analyst is required by my client who are based in the Slough area, this is an on-site / office-based role.

Responsibilities:

Logging support calls via telephone and email
Resolving 1st line incidents and requests
Effective ticket management and tracking using the Service Cloud ticket logging system
Ensuring all tickets are categorised to correct standards
Following internal processes for assigning tickets to the correct department or individuals
Ensuring all tickets are resolved to a high level of customer satisfaction
Providing regular feedback to customers regarding the status of their tickets
Providing exceptional communication between the service desk, end users and resolver groups
Proactive Management of tickets raised with 3rd party resolver groups
Meeting and exceeding customer specific service level agreements (SLAs)
Providing prompt escalation to 3rd Line Support/ Problem Management team as required
Utilising various remote takeover tools when necessary
Following internal processes for assigning tickets to the correct department or individuals
Following Security admin and information security processes, following escalations and notifications where appropriate
Working with Vonage cloud-based phone system
Providing training to customers and employees on software/websites (Face to face and on the phone)
Troubleshooting issues with Apple and Android products, Laptops, Desktops, Tablets)
Troubleshooting issues on PC’s, EPOS terminals and Printers within the building

Essential Skills: