Job Title
1st Line Support Analyst
Length:
Until March 2025
IR35:
Inside. Paid PAYE
Rate:
£175 per day
Location:
Paisley - Must be within commuting distance
Working pattern:
Hybrid. Shift work between 8am-6pm, 35 hours a week
Responsibilities:
Handle customer contacts and resolve incidents, where possible, ensuring the correct processes are always followed and issues are resolved at first contact where possible.
Accurately capture details of incidents through having the required technical knowledge to ask the correct questions.
Perform triage of issues and accurately record information to categorise and prioritise tickets correctly.
Handle any escalations to ensure a timely resolution.
Communicate effectively with the team leader and other teams.
Identify service improvements and actively seek involvement in bringing them into operation.
Essential Criteria:
Demonstrable work experience equivalent to SCQF 7 or be educated to HNC level in an IT related subject.
Proven track record in call handling.
Experience of working in a service environment.
Experience of using online tools to record and monitor customer contacts.
Good technical knowledge of Microsoft-based environments.
Desirable Criteria:
Previous experience of working within a service centre where the service is delivered by multiple suppliers.
Understanding of the Information Technology Infrastructure Library (ITIL) Framework and its application.
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Length:
Until March 2025
IR35:
Inside. Paid PAYE
Rate:
£175 per day
Location:
Paisley - Must be within commuting distance
Working pattern:
Hybrid. Shift work between 8am-6pm, 35 hours a week
Responsibilities:
Handle customer contacts and resolve incidents, where possible, ensuring the correct processes are always followed and issues are resolved at first contact where possible.
Accurately capture details of incidents through having the required technical knowledge to ask the correct questions.
Perform triage of issues and accurately record information to categorise and prioritise tickets correctly.
Handle any escalations to ensure a timely resolution.
Communicate effectively with the team leader and other teams.
Identify service improvements and actively seek involvement in bringing them into operation.
Essential Criteria:
Demonstrable work experience equivalent to SCQF 7 or be educated to HNC level in an IT related subject.
Proven track record in call handling.
Experience of working in a service environment.
Experience of using online tools to record and monitor customer contacts.
Good technical knowledge of Microsoft-based environments.
Desirable Criteria:
Previous experience of working within a service centre where the service is delivered by multiple suppliers.
Understanding of the Information Technology Infrastructure Library (ITIL) Framework and its application.
#J-18808-Ljbffr
