1st Line Support Analyst - 3 months Contract
- Recruiter
- Sopra Steria Recruitment Limited
- Location
- Renfrewshire
- Salary
- 75.00 GBP Daily
- Posted
- 26 May 2015
- Closes
- 28 May 2015
- Sectors
- Accountancy
- Contract Type
- Contract
- Hours
- Full Time
We are looking to recruit a 1st Line Support Analyst to join our Global Service Centre team based in Inchinnan and work as part of the service desk team, providing support to our customers.
Getronics is an IT Services organisation who are considered to be leaders in Infrastructure Services, Workspace, Connectivity and Consulting. Part of a Global organisation, we have both an impressive client base and a growth strategy.
The role requires a confident communicator with a sound mix of analytical ability and customer service awareness gained within an IT Helpdesk/Service Desk/Call Centre environment.
Hours of work are predominantly between 7am and 7pm on a rotational shift pattern basis (including weekends) and a degree of flexibility is required.
The role will involve support across multiple client infrastructures and the ability to analyse, detect, diagnose and resolve issues, whilst providing a high degree of customer satisfaction are all fundamentals.
Skills Required
A strong customer focus with exceptional customer service skills
A positive outlook with a 'can-do' attitude
The ability to analyse, diagnose and resolve a wide variety of desktop related incidents (to 1st Line level)
The ability to identify and meet customer expectations
The ability to work under pressure, using own initiative whilst remaining professional at all times
The ability to work on his/her own initiative and accept responsibility/ownership for calls
The ability to maintain relationships with customers, support teams and 3rd party suppliers
The ability to recognise and escalate potential issues and critical incidents in a timely and appropriate manner
The ability to participate and contribute successfully within a team environment
Experience Required
Essential:
Experience of supporting the Microsoft Desktop platform
Knowledge of Exchange or alternative mail system
Experience of user administration
Experience of Local/Network Printer support
Desired:
Experience in PDA Support
Experience in LYNC Support (or similar product)
Experience in Office 365 Support
Documenting support procedures and fixes
Degree educated or relevant industry certification
Understanding of Service Level Agreements (SLA's)