Help Desk Analyst
|Job Title:||Help Desk Analyst|
|Contact Name:||rebecca fagan|
|Job Published:||September 09, 2016 17:20|
Job Description - Help Desk Analyst
Location - Bracknell
Outline of Role:
The Help Desk Analyst will provide first and second line technical support for internal and external customers. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of customer issues associated with our document reader solutions. The issues will range from straightforward to more complicated technical problems. There is also a range of administration duties within this role.
Role specific responsibilities:
*Act as a single point of contact for phone calls and emails from the company's Subsidiaries and customers.
*Receiving, logging and managing issues in the Companies Support Tracking system.
*1st and 2nd line support - troubleshooting hardware or software issues related to the companies Document reader portfolio.
*Escalate unresolved calls to 3rd and 4th line support teams.
*Log all calls in the Service Desk Call Logging system (Redmine).
*Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner.
*To maintain a high degree of customer service for all support queries and adhere to all service management principles.
*An eye for detail, but pragmatic and flexible in approach to suit project needs.
*Excellent logical analysis skills and problem solving.
*Willing to work to different time zones occasionally.
*A tenacious, dynamic team player with a passion for technology and enjoys working in a fast paced environment.
*Excellent communication skills and telephone manner.
*Excellent organisational skills
*2 years previous IT Service Desk and/or Call Centre experience required
*Incident Management experience - Managing incidents including business expectations and communication.
*Strong knowledge of Microsoft based operating systems with emphasis on Windows 7.
*Will be a self-motivated achiever who gains satisfaction from providing excellent customer service.
*An ITIL qualification is preferable but not essential
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