1st Line IT Support Analyst

Edinburgh, Scotland
£15000 - £25000 per annum
23 Nov 2016
21 Dec 2016
Recruitment Genius Ltd
IT, IT Support
Contract Type
Full Time
This company is currently looking for an enthusiastic First Line Analyst to join their growing Operations team. The position will be based at their office in South Gyle to the West of Edinburgh and will entail supporting their PHP web application and Android handheld solution.

The role will focus on providing the optimum service to customers as a first point of contact for their users. The primary duties will be to receive and accurately log incidents, providing resolution wherever possible, or to pass those incidents on to the most appropriate technical teams for resolution, within the agreed SLA's.

The successful candidate will be given the opportunity to grow and potentially advance into sales support and technical sales roles.

Role Responsibilities:
- To receive and log customer call details onto the call management system
- To resolve incidents where possible
- To accurately allocate incidents to other areas of support and update customers on incident progression
- To escalate incidents where progress is not satisfactory / where SLA will not be achieved
- Monitor outstanding incident queues, ensuring that all incidents are fully updated
- Establish and maintain high levels of incident ownership through incident lifecycle to a satisfactory conclusion
- Analyse the nature of queries and customer problems and provide suitable solutions within satisfactory timescales
- Understand and operate the escalations procedures
- Provide a high level of customer experience

The ideal candidate:
- Has a passion for technology
- Can demonstrate proven customer service skills
- Demonstrates an organised approach to work
- Can follow instructions and procedures
- Possesses good interpersonal, literacy and numeracy skills

You will be a valued member of the team and will get to hone your existing skills and learn new ones. You will have the privilege of working in a relaxed but also serious atmosphere. No one will be barking orders; they want people who will think about solutions and solve problems.

Benefits include:
- High priority on staff development, with monthly one-to-one sessions
- Fully stocked complimentary drinks fridge and ice cream freezer
- 30 paid holidays a year
- Staff treated as valued members of a team, not cogs in a machine
- High spec workstations with multiple monitors
- Office with strong transport links and dedicated free parking
- Gender equality at all levels of employment
- Company socials and events

If you are looking for an exciting and market leading company to work for, with the chance to showcase your skills and boost your career then please get in touch.