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Service Support Analyst in Portsmouth, Hampshire
Location
Portsmouth, HampshireSalary
Up to £27500 per annumContract
PermanentOur client are seeking a 1st Line Support Analst to join their expanding team.
You will be responsible for carrying out first line technical support activities and this role offers remote working with ideally one day in the Portsmouth office per week.
Support is provided on a weekly shift basis alternating between Mon-Fri 8am-5pm and Mon-Fri 5pm-2am.
You'll provide a proactive and reactive service to achieve exceptional customer satisfaction for the client whilst adhering to KPI's.
Service Support:
- You will be the first point of contact to handle incidents reported by phone for troubleshooting, resolving the issues or escalating to the second line teams within the required timescales to achieve SLA's
- Carry out initial triage of the incident utilising troubleshooting skills and the use of the Knowledge Base to determine the appropriate action to achieve a timely resolution
- Establish and maintain effective working relationships with colleagues and management
- Ensure adherence to all service desk policies and procedures
- Understand and respond to feedback from ticket quality reviews
- Monitor announcements to ensure you have the latest information regarding outages and procedure updates
- Work to defined shift patterns including lunch times and break times. Understand and follow the procedures for notifying absence and requesting holiday
Experience and knowledge
- Previous experience working with ticketing systems such as ServiceNow
- Previous experience in a call handling environment
- Able to demonstrate experience delivering exceptional customer service
- Experience adhering and working towards agreed SLAs and KPIs
- Understanding of IT workflows and ITIL practices
- Strong working knowledge of Microsoft Outlook both local and O365
- General understanding of IT Infrastructure, Data, Voice (Teams), Security and Systems
Disclaimer:
This vacancy is being advertised by either Advanced Resource Managers Limited, Advanced Resource Managers IT Limited or Advanced Resource Managers Engineering Limited ("ARM"). ARM is a specialist talent acquisition and management consultancy. We provide technical contingency recruitment and a portfolio of more complex resource solutions. Our specialist recruitment divisions cover the entire technical arena, including some of the most economically and strategically important industries in the UK and the world today. We will never send your CV without your permission.
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