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First Line Support Analyst

Job Description

My Public Sector Client based in Telford City Centre is looking for 1st Line Support Analysts to fully support their key infrastructures. The role is paying £11.04 per hour. This role would be full time, and due to the nature of the role, the successful candidate must be flexible around working times due to various daytime shifts (07:00 - 18:30, Monday - Friday) and potential for a delayed end of shift. Overtime may be released according to business demand.

The start date for this role is fixed as 10th January 2022 - please only apply if you are able to wait and start on this date if you are successful.

The role of a First Line Analyst involves taking emails, calls and chats from users, listening to and analysing the issues that users experience, and progressing the call accordingly. Whether that be through trying to fix the issue with the available fixes or assigning the case to the appropriate team for resolution. A key part of the role is ensuring information captured is relevant, detailed and concise due to potentially being progressed to other teams and viewed by anyone with access to the incident logging platform.

The main responsibilities for the role include triaging and investigating, logging incidents and taking ownership of incidents from initial contact through to resolution. It is essential therefore that you maintain a professional attitude throughout the whole working day. Whilst the role will predominantly involve inbound calls, please be aware that outbound calls will also be required to resolve incidents efficiently.

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

If you feel you have proven and relevant experience and would be happy to be considered for this role, please send your CV through for consideration.


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