First Line Analyst

First Line Analyst focuses on capture customer details and the issue description into a call management application, then provide additional information about possible next steps to the caller.

What the role involves

• Capture customer details and the issue description into a call management application, then provide additional information about possible next steps to the caller.
• Update colleagues on any un-documented fixes.
• Resolving incidents remotely where possible.
• Distribute incidents and requests to other support teams.
• Provide ticket updates to the customer.
• Perform additional troubleshooting if tickets are missing information.

Skills and requirements

• Relevant technical experience with the stack, platform, data, or support environment is important.

Candidate fit

• patience, troubleshooting discipline, clear communication, and accurate ticket handling

Additional role context

• Although this is a First Line Analyst role, there will be 2nd line aspects required.
• There are four different shifts that enable them to cover the phones from 7am to 7pm Mon - Fri.