1st Line Support Analyst

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1st Line Support Analyst

IT Support / 1st Line / Customer Service / Microsoft Windows / Permanent / Tamworth / Staffordshire

Market leading and award winning Software Company is looking for a passionate 1st Line Service & Support Analyst to join their growing IT team based at their head office in Tamworth, Staffordshire.

The 1st Line Service & Support Analyst takes care of incoming requests and identifies the appropriate priority and the action to be undertaken e.g. handle service requests, resolve incidents, identify and resolve problems proactively, test product service pack releases and assure software quality.

Key responsibilities:

*Responsible for dedicated client relationships

*Working within a team of support analysts to handle customer requests (via e-mail, telephone or web portal).

*Handle complex or difficult customer issues to achieve prompt resolution

*Responsible for the management/co-ordination of all assigned calls and tickets throughout the support and remediation lifecycle including providing the Customer with timely and accurate updates.

*Providing customers with product usage advice and guidance.

*Identifying and managing the appropriate priorities and required actions (e.g. escalation).

*Managing product releases for your clients.

*Managing product enhancements for your clients.

*Contribute to the attainment of internal and external KPI and SLA compliance

*Communicate regularly with team members through team meetings and individual review sessions.

Key skills and experience required:

*Strong customer service ethic and sense of urgency.

*Applicants should have good IT skills including experience of Microsoft Windows 7/ 8 and Microsoft Office.

*Ability to deliver and coordinate to tight deadlines.

*Organisation skills / collaboration / communication / interpersonal skills.

*Excellent client facing skills and experience to ensure relationships are kept strong.

*Experience in support / helpdesks.

*Excellent verbal and written communication skills at all business levels.

*Problem Solving skills / Willingness to learn, explore ideas and innovate.

*Graduate (preferably IT related), experience in similar IT Support role.

*Basic SQL, C# or ITIL experience would also be advantageous.

This is a great opportunity to join an established organisation during an exciting period of change. The salary on offer for this position is £18,000-£21,000 plus an excellent benefits package!

Please apply ASAP to be considered.

IT Support / 1st Line / Customer Service / Microsoft Windows / Permanent / Tamworth / Staffordshire

Spring acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Spring Group UK is an Equal Opportunities Employer.

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