1st Line Support Analyst
at Chorus
Bristol, England, United Kingdom -
| Start Date | Expiry Date | Salary | Posted On | Experience | Skills | Telecommute | Sponsor Visa |
|---|---|---|---|---|---|---|---|
| Immediate | 27 Dec, 2024 | GBP 27000 Annual | 29 Sep, 2024 | N/A | Good communication skills | No | No |
Required Visa Status:
| Citizen | GC |
| US Citizen | Student Visa |
| H1B | CPT |
| OPT | H4 Spouse of H1B |
| GC Green Card |
Employment Type:
| Full Time | Part Time |
| Permanent | Independent - 1099 |
| Contract – W2 | C2H Independent |
| C2H W2 | Contract – Corp 2 Corp |
| Contract to Hire – Corp 2 Corp |
Description:
Responsibilities:
- Engage with customers via multiple channels (including phone, email, chat and service portal), providing efficient and effective customer service to our customers end users and other key stakeholders
- Act as the first point of contact for technical service requests and incidents
- Create, prioritise and assign tickets within the company IT Service Management platform, and maintain accurate records across a service ticket lifecycle
- Prioritisation and active management of all allocated tickets, ensuring resolution within agreed customer SLAs and associated targets
- Provide exemplary service to the customer ensuring high personal and organisational customer satisfaction scores are maintained
- Provide 1st line diagnosis and resolution of incidents and requests, achieving a first contact resolution rate of at least 70% and a first time fix rate of at least 90%
- Accurately determining tickets that require escalation, and providing all necessary handover notes in accordance with standard operating procedures
- Maintain a ticket closure rate of 25 per day
- Identify potential problems in accordance with the company Problem Management processes
- Develop a good understanding of our client base whilst building and maintaining good client relationships
- As a member of an ISO Compliant organisation there is a requirement to follow Chorus company policies, procedures, and guidelines for both Quality Management and Information Security Management Systems in place. As a Chorus employee you will have access to various company and client assets and will be required to maintain the level of security as identified by each asset.
- Comply with all relevant legislative and legal requirements, including industry regulations, employment law, Data Protection and Health and Safety.
- Demonstrate behaviours that promote our values.
- Undertake any other duties as reasonably requested.PERSONAL SPECIFICATIONRequired:
- Previous experience of providing IT support at 1st line level
- Exemplary customer service and problem solving skills
- Experience of administering and supporting the latest Microsoft technologies
- Strong troubleshooting skills with Microsoft Office issues
- The ability to build, configure, administer and support all versions of Windows desktop operating systems
- Active interest in technology and how it can impact business operations
- Team player with good interpersonal and communication skills
- Positive attitude with a can do approach
- Ability to remain calm in a pressured environment
- Reliable, good work ethic and willingness to learnDesired:
- Experience in a similar service desk environment, ideally for a managed service or support services provider
- Knowledge of server operating systems, Active Directory, Group Policy and network architecture (DNS, DHCP, TCP/IP) with an active interest in other networking services
- Knowledge or MS Azure services and offerings
- Basic MS Exchange admin skills
REQUIREMENT SUMMARY
Min:N/AMax:5.0 year(s)
Outsourcing/Offshoring
IT - Hardware / Telecom / Technical Staff / Support
Customer Service
Graduate
Proficient
1
Bristol, United Kingdom
