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1st line support

Location:

Colchester, Essex

Work type:

Permanent

Business sector:

Infrastructure

Salary:

£18000 - £20000 per annum

Job reference:

BBBH17160_1542390458

Contact email:

steve.grimes@talentinternational.com

Advertiser:

Steve Grimes

The Role

This is a fantastic opportunity for a Helpdesk Analyst to join an expanding team and play a key role in supporting a range of business application initiatives across this dynamic and rapidly growing organisation.

You will provide a single point of contact to the organisation for all business application related queries, issues and incidents. This busy and varied support role will involve working to a ticketing system and SLAs, providing remote support for a wide-range of business applications and users.

Role Responsibility

  • Provide first line support for any business application queries, issues and incidents
  • Utilising a ticket management system, provide support via multiple communication channels
  • Quickly and accurately determine incident scope and impact
  • Identify and escalate situations requiring urgent attention
  • Follow up and provide updates at predetermined intervals
  • Track issues to resolution, ensuring timely and appropriate ticket closures
  • Create user accounts and perform password resets
  • Maintain user accounts including rights, permissions and groups
  • Support the implementation of business application initiatives
  • Support with on-going user training
  • Create and maintain up to date systems and process documentation
  • Performing general housekeeping duties and administrative tasks
  • Ensure excellent customer service

Who You Are

The successful candidate should be a highly motivated team player, with a positive attitude. You should be a customer focused individual who has previous experience in a support role. You must also possess excellent communication skills, a strong willingness to learn and the ability to take direction are key attributes for the position.

You must exercise good time management and the ability to prioritise. The role requires a ca

The Role

This is a fantastic opportunity for a Helpdesk Analyst to join an expanding team and play a key role in supporting a range of business application initiatives across this dynamic and rapidly growing organisation.

You will provide a single point of contact to the organisation for all business application related queries, issues and incidents. This busy and varied support role will involve working to a ticketing system and SLAs, providing remote support for a wide-range of business applications and users.

Role Responsibility

  • Provide first line support for any business application queries, issues and incidents
  • Utilising a ticket management system, provide support via multiple communication channels
  • Quickly and accurately determine incident scope and impact
  • Identify and escalate situations requiring urgent attention
  • Follow up and provide updates at predetermined intervals
  • Track issues to resolution, ensuring timely and appropriate ticket closures
  • Create user accounts and perform password resets
  • Maintain user accounts including rights, permissions and groups
  • Support the implementation of business application initiatives
  • Support with on-going user training
  • Create and maintain up to date systems and process documentation
  • Performing general housekeeping duties and administrative tasks
  • Ensure excellent customer service

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