Job Description: 1st Line Service Support Analyst
Overview
We are seeking to expand our White Glove Service team with dedicated and skilled 1st Line Service Support Analysts. This role is critical in providing exceptional end-user computing support to a large organization with a user base of 1,000 employees. The ideal candidates will be part of a dynamic team responsible for ensuring a seamless computing experience for all staff members, with a focus on delivering high-quality, front-line support for both hardware and software issues.
Key Responsibilities
- Serve as the first point of contact for end-users experiencing IT issues, providing immediate assistance and resolution.
- Log, categorize, and prioritize incoming help desk tickets, ensuring acc urate documentation and timely follow-up.
- Troubleshoot and resolve common technical problems related to Dell and Apple hardware within a Windows environment.
- Guide users through step-by-step solutions via phone, email, or remote assistance tools.
- Escalate complex issues to second line support or other technical teams when necessary.
- Maintain a high level of customer service, adhering to the White Glove Service standards.
- Collaborate with team members to share knowledge and improve overall service delivery.
- Support the setup and configuration of new user acc ounts and hardware, ensuring readiness for new employees.
- Provide feedback on recurring technical issues to contribute to the continuous improvement of IT services.
- Be available for weekend support on an exceptional basis, as required by the business needs.
Requirements
- Strong proficiency in supporting both Dell and Apple hardware in a Windows environment.
- Excellent communication skills in English
- A major plus if candidate can speak German
- Ability to work independently and as part of a team, with a strong commitment to customer service excellence.
- Familiarity with IT service management tools and processes, including ticketing systems and remote support software.
- Willingness to work standard business hours with the option for weekend support as needed.
- Ability to work onsite at our client London office for the next year.
Posted Date: 16 May 2024
Reference: JSJRL1
Employment Business: E-Frontiers
Contact: John Ryan