1st Line Support Analyst

Harvey Nash has been engaged by a fantastic retail organisation to recruit two 1st Line Support Analysts to work and operate on a growing Help Desk function.

Harvey Nash has been engaged by a fantastic retail organisation to recruit two 1st Line Support Analysts to work and operate on a growing Help Desk function.

You will in a busy office environment; have excellent communication skills and a willingness to learn new skills. The role will involve triaging and providing first time fixes and escalations for calls and tickets that are raised. These will be from store employees, field-based employees, head office employees and engineers.

The applicant should have the skills to communicate to users of all levels and experience, in a clear and professional manner and be able to problem solve. Responsibilities:

* 1st line triage every ticket that is raised with the support desk (workload shared amongst team)

* Answering telephone calls from stores, head office users and external support companies

* Resolving helpdesk tickets

* Supporting software applications

* Pass more complex issues to 2nd line support or 3rd party companies

* Creating, deleting and maintaining users within systems

* Able to work with initiative, under pressure on own or part of a team

* To contribute to team meetings and play an active role in the development of the service delivered by the team

Skills required:

* ITIL Foundation Training/Certification V3

* Excellent communication skills

* Analytical and problem solving skills If this sounds like the right role for you, please apply within.

Wakefield, Angleterre, Royaume-Uni Wakefield Angleterre GB