1st/2nd Line Support Analyst

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Job description

Rapidly growing Wholesale organisation - 1st\/2nd Line Support Analyst - Manchester to \u00A325,000!

Prestigious opportunity with a rapidly growing Wholesale organisation. With more than 30 years success in the industry we are now seeking an IT Support Analyst to join us on our digital transformation.

As the escalation point for all initial IT support queries you will work with over 150 users to maintain and monitor IT systems including remote working solutions, and understand and resolve technical issues in a prompt and professional manner.

* Respond to either first line support or end user software or hardware queries via email, phone or face to face.
* After identifying the issue, you will talk the first line support staff or end user through the required steps to resolution or escalate to third line support as and when necessary.
* Work with the IT Manager and wider support team to ensure any recurring technical issues are addressed and any training or documentation requirements are identified and implemented.
* Update the ticketing system, ensuring the call has been logged and all notes, progress and required actions have been input promptly and accurately.
* Continuously improve knowledge and understanding across the various software and hardware technologies supported by the team.
* Always maintain a strong customer focus.

If you possess a combination of any of the following skills, then LETS TALK!

* Prior experience within a first or second-line technical product or service focused support role.
* Ability to problem solve within a technical environment.
* Strong communication skills.
* Strong customer service approach and team player.
* Strong work ethic and ability to work in dynamic work environment.
* EPOS Systems (desirable but not essential)
* MS Dynamics Nav (desirable but not essential)

Training will be provided in all of the above technologies, as well as the ability to further develop your career!

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discuss. Please click to apply for this role, we welcome your application!

I am a Business Director for Hays Technology, specialising in Infrastructure for the North West, helping tech professionals develop their careers and ensuring organisations are supported by top talent. My passion for this space stems from building a business on strong principles of customer service and delivery - I thrive on delivering for our clients.

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