Technical Support Analyst (1st Line) (4754624)

Technical Support Analyst – 1^st Line

£25,191 - £28,605 – plus benefits – Hybrid working pattern

Glenfield, Leicestershire

Your new company

Hays Recruitment have partnered with Leicestershire County Council in the search for a 1^st line Technical Support Analyst.

Working as part of a team of 7, you will be the first point of contact for users, supporting on infrastructure, applications and equipment.  The team is extremely customer focussed, prioritizing a first time fix approach.  The queries are a mix of calls, webchat and some face to face, depending on the customer requirements. 

Your new role will involve

• Deliver incident resolution and request fulfilment to users contacting the Service Desk.
• Ensure that incident and request information is recorded and updated correctly within the ITSM Incident Management tool and closed where possible.
• Escalate promptly all recorded incidents and requests that cannot be quickly resolved or where skills or permission sit in other teams.
• Investigate thoroughly and record findings of all incidents and requests, summarising notes where escalation is required.
• Ensure that agreed quality/performance SLAs are maintained as directed.
• Maintain customer self-help and FAQ guides.

What you need to succeed

• Knowledge of MS Office Suite / O365, SharePoint, basic fault finding / diagnostics and equipment testing
• Strong customer orientated skills
• Knowledge of AI chatbots and webchat technology
• Experience with help desk ticketing systems
• Understanding the importance of updating customers and managing expectations
• Ability to be customer lead and prioritise a 1^st time fix approach

The role is on a 4 week shift pattern and you will need to be within 45 minutes of the location and have your own transport.

Sponsorship is not available for this role

Contact information

Leicestershire County Council

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