IT Support Analyst (1st line support)

To act as first point of contact for Group IT internal and external customers, ensuring excellent customer experience by providing high quality 1st/2nd Line & Desktop support. Excellent knowledge of Service Support best practice (ITIL) and process management as well as solid technical experience covering general desktop/PC support problems, Active Directory, MS Office 365, SCCM, printer problems, Internet queries, IOS experience, network connections questions plus a range of issues on the companies developed software.

Excellent verbal and written communication skills and the ability to interact professionally with a diverse group, executives, managers, and subject matter experts.

Core Specific Responsibilities:

Call Handling

• Answering customer telephone calls in a timely and professional manner and monitoring customer support requests submitted via email.
• Ensuring that all calls are logged within the helpdesk system in a clear, concise and professional manner, ensuring all the necessary details are accurately captured.
• Communicating with the customer and using a good understanding of the client's services to ensure a full understanding of the issue or query.
• Take ownership and progress calls, keeping the helpdesk system/customers updated, according to the commitments and processes in the Group IT Service Level Commitment - Performing technical diagnostics and fixes of customer fault calls, based on scripts and documentation supplied.
• Logging and progressing support calls with suppliers where needed to resolve support issues.
• Escalating calls according to Group IT Service Level Commitment.
• Proactively notifying customers of faults detected by the Group IT.
• Providing a consultancy service that would assist customers to optimize the usage of their hardware and software.
• Identifying patterns that suggest improvement potentials, chronic faults or areas of confusion and take ownership for their resolution in consultation with the Group IT Service Support Manager.
• Advising management of patterns appearing in customer calls, to enable the identification of chronic faults or areas of confusion.

Core Accountabilities:

• Deliver an excellent customer experience and agreed level of service to internal and external customers, business partners and external suppliers, in line with the company values
• Manage, prioritise and respond promptly and effectively to assigned tickets, demonstrating & performing effective Incident Management disciplines - Managing assigned tasks, incidents, changes, project tasks and activities through to satisfactory conclusion according to SLA targets.
• Improve and maintain documentation & procedures towards continual improvement - ensuring all key information is effectively maintained centrally and fed back to the Service Desk
• Contribute fully within the team, ensuring the right environment is maintained
• Actively contribute to improvement of Helpdesk and departmental processes and procedures
• Adhere to company policies and procedures at all times
• Display cultural sensitivity in dealing with colleagues from the Headquarters and other countries

Project People is acting as an Employment Business in relation to this vacancy.