Technical Support Analyst - 1st

Gotpeople

Northampton, England, United Kingdom

Northampton, England, United Kingdom

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About

Gotpeople are working closely with a dynamic local IT comapny are are looking for Technical support Analysts - 1st line The successful candidates should have: A minimum of 1 year experience working in a busy Technical Service Desk role, ideally at an MSP Excellent customer service and communication skills (verbal and written) Be able to drive to site for the shift (must have own transport) Ability to prioritise tasks on a busy and fast paced Service Desk Ability to work well in a team and under own initiative Great problem-solving skills RESPONSIBILITIES Customer Service Acting as the first point of contact via phone, email or ticket Providing a friendly, quick and helpful experience for our clients Providing 2nd level support remotely Collaborating with team members Use of our ticketing system Use our ticketing system to work on and resolve helpdesk tickets & service requests Managing and recording all work though our ticketing system Make sure that client documentation is well maintained Split tickets that have several issues into their own individual ticket Make sure that tickets aren’t “stale” throughout the process Use of our monitoring and management tool Review RMM dashboard and apply remediation actions as indicated by our processes Review regularly scheduled/automated actions as indicated by our processes SKILLS Desired A love of (and ability to) solve problems & challenges Great communications skills, founded in being a good listener An understanding of support tools, techniques and how technology is used to provide services Strong understanding of operating systems, business applications, printing systems and network systems Must be able to type quickly and accurately while talking on the phone A deep desire to deliver an amazing client experienceKnowledge of IT Applications, Software & Hardware The ability to keep up with & adapt to the fast-paced IT world Technical Skills Microsoft 365 Microsoft Azure/Entra & Intune Microsoft Windows Desktop & server operating systems Infrastructure Basic network conceptsSecurity: Basic understanding of security concepts Benefits £27000 - £30,000 per annum Company pension Gym membership at office location Free on-site parking Employee Assistance and Wellbeing Program 25 days holiday a year High powered laptop A proactive approach to ongoing training to help you develop life-long skills

Northampton, England, United Kingdom

Languages

English

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