Level 1 - Support Analyst (NHS Client)

at  Virtuoso

WHAT WE’RE LOOKING FOR

At Virtuoso, we have designed a clear development path to be proud of, enabling our colleagues to grow the careers they deserve. With support, commitment and hard work, we have seen our colleagues achieve promotions and movement inside and around our business, and an opportunity has now arisen within our Dedicated Customer Support team for a Level 1 Support Analyst to join us supporting a large client with approx. 1300 end-users.
The successful candidate will be passionate about technology with a willingness to learn, develop and possess a blend of basic technical knowledge and outstanding customer service skills. You will have at least 1 year of experience working in a customer-service environment.
There are fantastic opportunities for technical development and career progression for the right candidate. Training is provided and encouraged for all colleagues. We pride ourselves on teamwork with diversity where everybody’s voice is heard and valued – across all levels of the business. We believe in delivering innovation by approaching situations with a positive and can-do attitude, challenging assumptions, and finding the best way to achieve our goals as a team.

KEY ACCOUNTABILITIES

• Providing technical product support to clients with a focus on quick resolution of incidents, and great customer satisfaction
• Analysing, troubleshooting application issues.
• Reviewing tickets created by clients, including categorisation and routing
• Handling of incoming client calls, logging tickets with correct categorisation and resource assignment
• Liaising with customer stakeholders, vendors, suppliers and internal teams to resolve issues
• Continuously learn the latest technical best practices
• Escalation of tickets to L2 and as necessary L3 or supplier resolver teams.

KNOWLEDGE & EXPERIENCE

• Have excellent customer service skills
• Have basic knowledge to support Microsoft 365 applications
• Basic understanding of cyber security concepts and solutions
• Demonstrate excellent communication skills, both written and verbal

QUALIFICATIONS

• Hold or desire to obtain a Foundation Level Microsoft 365 or Microsoft Azure certification
• Hold or desire to obtain a CompTIA A+ certification

Please refer the Job description for details