1st Line End User Analyst

at  Redcentric Plc

JOB DESCRIPTION (EXTERNAL USE)

Role Details

Preferred Qualifications

• ITIL 4 Foundation qualified or above

Key Skills & Competencies

• Highly customer centric with a passion for providing excellent customer service.
• Excellent telephone manner, good communication and presentation skills.
• Experience of working within a busy customer environment, preferably in a technical and / or service provider area.
• Strong interpersonal and communication skills; tactful, diplomatic and sympathetic when dealing with customer problems and showing empathy with customer issues.
• Strong analytical skills.
• Proactive and forward-thinking approach.
• Confident with the ability to interact with members of all support teams including team leaders, managers and directors.
• An eye for detail, preventing any tickets from breaching SLA’s and the tenacity to ensure others adhere to processes.
• A willingness to learn and not be afraid to get involved in unfamiliar areas of technology.
• Excellent time management / organisational skills; being able to work well in critical or high-pressure situations

Our Support Teams provide a complex mix of both customer and technical support for a range of technology products and managed services, including bespoke incident management processes during critical or major events.
As End User Analyst, you will ensure that Redcentric’s customers receive the best communication and service possible. It will be your job to ensure that support tickets are being managed correctly and within defined SLA parameters. Reporting into the End User Team Leader, you will be responsible for daily aged ticket reporting, monitoring key customer accounts, bespoke communication processes, and the tools used to manage these activities.

Key Responsibilities and Tasks

• Respond to End User support issues and requests, ensuring tickets are managed within defined SLA’s and preventing a breach of those.
• Perform initial investigations into incidents and escalate to 2nd Line where necessary.
• Assist in the administration of Microsoft365 and relevant services for both internal teams and customers.
• Manage and proactively ensure timely and appropriate updates are communicated back to customers.
• Work with resolver teams, suppliers and the customer to manage the ticket to a satisfactory and quick outcome.
• Work closely with the 2nd Line End User team.
• Assisting the Service Desk Team Leader and Customer Services Manager to integrate new customers and processes into the current support infrastructure.
• See a problem or opportunity, take ownership and act on it independently.
• Adherence to Redcentric Solutions Limited ISO certification standards.

Preferred Qualifications

• ITIL 4 Foundation qualified or above.

Key Skills & Competencies

• Highly customer centric with a passion for providing excellent customer service.
• Excellent telephone manner, good communication and presentation skills.
• Experience of working within a busy customer environment, preferably in a technical and / or service provider area.
• Strong interpersonal and communication skills; tactful, diplomatic and sympathetic when dealing with customer problems and showing empathy with customer issues.
• Strong analytical skills.
• Proactive and forward-thinking approach.
• Confident with the ability to interact with members of all support teams including team leaders, managers and directors.
• An eye for detail, preventing any tickets from breaching SLA’s and the tenacity to ensure others adhere to processes.
• A willingness to learn and not be afraid to get involved in unfamiliar areas of technology.
• Excellent time management / organisational skills; being able to work well in critical or high-pressure situations.

Possible Progression Paths

• Technical Support Analyst.
• End User / Service Desk Team Leader.
• Modern Workplace Engineer.
• FNS Engineer.
• Other Redcentric internal departments.