Junior IT Support Tech

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Job description

Junior IT Support Technician \/ Service Desk Analyst \/ 1st Line

Junior IT Support Technician
Harrogate
Up to \u00A318,500

Your new role
Working as part of a dedicated team and with a passion for providing and promoting outstanding customer service at all times, the Service Desk Analyst will be the first point of contact for customers requiring anything from general advice through to in-depth technical assistance from our product support specialists.

Responsibilities
First point of contact for all inbound customer calls\/emails received into the main support number\/inbox. Providing day-to-day support to the end-user base.
Managing customer queries and providing advice, ranging from general queries to answering more specific technical questions.
Ensuring resolution of any open tickets is managed in a timely and efficient manner.
Information gathering, qualification and prioritisation of new service requests.
Addressing and network basics, basic network troubleshooting, password resets and login troubleshooting. Logging relevant information onto the internal helpdesk system.
Manage and pro-actively ensure that timely and appropriate updates are communicated back to customers. Administration of customer account information ensuring that all relevant details are kept current and up to date. Administration of the Portal e.g. setting up new customers, password requests etc.
Escalation of incidents to management when necessary.
Adherence to ISO09001 and ISO27001 certification standards:
Compliance with policies and procedures
Reporting of security events

Experience Needed
Experience of working in a customer service environment.
Experience in understanding and diagnosing technical problems at 1st Level.
Good experience with Microsoft Office applications (Word, Excel, PowerPoint)
Efficient and accurate keyboard skills.

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