Customer Service Analyst / 1st Line Support Analyst

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2nd Line Support Analyst

One of our top public sector clients based in Worcestershire is seeking a 1st/2nd line support analyst to join their organisation on a 6 month fixed term basis. You will be responsible for providing a brilliant first level customer support through taking calls and being responsible for resolving incidents, whilst adhering to the organisations IT process.

As the first point of contact for IT issues, you will be required to resolve issues where possible, logging all information relating to the issue, and escalating to the senior analyst team where necessary.

2nd Line Support Analyst duties will include, but not limited to:

*Providing 1st/2nd Line phone based support to specific departments within the business

*Ensuring that all calls are correctly logged, assigned and responded to within the agreed SLA

*Diagnosing service issues and requests, rectifying issues within your available knowledge, including providing information to the IT user on know solutions/updates

*Management of the notification system, and escalate as appropriate to the Senior Analyst, Support Teams or 3rd party suppliers. Providing on-going updates to the user where necessary

*Advising and keeping IT users updated as appropriate, to ensure that operational requirements are prioritised accordingly

*Providing excellent customer service to all IT users

As the 2nd Line Support Analyst, you will be required to possess:

*Previous experience supporting both hardware and software (desktop equipment, printers, scanners, mobile devices)

*Have knowledge of ITIL principles within IT Service Management environment

*Working knowledge of a range of technologies including, but not limited to: Citrix, IP Voice and Data networking, Microsoft Office and Windows, hardware systems

*A proven background with providing strong customer service, both verbally and written

*Previous experience supporting and fault fixing Microsoft Office applications

*Able to work within a fast paced environment

With a salary on offer of up to £25,500 this is an exciting opportunity to work within an IT team, providing support to a busy organisation, on a 6 month FTC.

To be considered for the opportunity, apply today with your CV or contact Kevin on [email protected] or 0121 234 9237.

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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