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1st Line Support Analyst

  • Location:

    Newcastle upon Tyne, Tyne and Wear

  • Sector:

    IT

  • Job type:

    Temporary

  • Salary:

    Up to £8.95 per hour

  • Contact:

    Brooke

  • Contact email:

    NewcastleCL1.Branch@brookstreet.co.uk

  • Job ref:

    HM0442_1612363675

  • Published:

    2 months ago

  • Duration:

    6 months

  • Expiry date:

    10/03/2021

  • Startdate:

    01/03/21

Job Description

Brook Street are recruiting for 1st Line Support Analysts to work for a well established public sector organisation based in Long Benton. We are looking for IT and customer service candidates to help support a busy team.

If successful, duties will include:

-Providing 1st line support to internal users for a wide range of applications and infrastructures
-Taking calls, webchats and emails from users and listening and analysing the issues that the users experience and progressing the call accordingly
-Fixing user issues with the available fixes or assigning the case to the appropriate team for resolution
-Ensuring information that is captured is relevant, detailed and concise so that other teams can progress with the case if required
-Diagnosing and repairing users' issues as well as triaging and investigating any issues
-Logging information and incidents onto the provided platform accurately and precisely
-Predominantly taking inbound calls but some outbound calls may be required to progress incidents efficiently
-Delivering a high quality service to users
-Working towards and maintaining business key performance indicators (KPIs)

The successful candidates will demonstrate:

Excellent computer literacy skills are a must for this role and an understanding of the fundamentals of IT infrastructure, you should also have knowledge of the use of Windows 7, 8.1, 10 and also Microsoft office products (Outlook, Excel and Word). There is a Knowledge based system which is available to use, however any further knowledge within IT will be beneficial. Also essential is a strong customer service focus, as agents will speak to multiple people each day, therefore being able to adapt to each individuals needs is a key skill.


Under the current circumstances around COVID-19, this role will initially involve working from home and applicants must have:

-A reliable internet connection
-A suitable working area and an environment where calls can be taken (i.e. noise considerations)
-Good communication via multiple channels such as instant messages, phone, email
-Ability to work autonomously as well as part of a team

This is a full time, temporary position initially for six months with opportunity to be extended. There are various different shift patterns on a rota basis from 7.00am - 6.30pm Monday to Friday. Successful candidates are scheduled to start on 1st March 2021. If you feel you have the skills and knowledge to fulfil this role, please don't hesitate to submit your application.

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