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GLOBAL Harrogate company recruiting!  Our prestigious client is seeking a hands on and versatile Service Desk Analyst/1st Line Support to join them on a full time, permanent basis.

Duties will include, but are not restricted to the following –

– First point of contact for all inbound customer calls/emails received into the main support number/inbox. Providing day-to-day support to the end-user base. – Managing customer queries and providing advice, ranging from general queries to answering more specific technical questions. – Ensuring resolution of any open tickets is managed in a timely and efficient manner. – Information gathering, qualification and prioritisation of new service requests. – Addressing and network basics, basic network troubleshooting, password resets and login troubleshooting. – Logging relevant information onto the internal helpdesk system. – Manage and pro-actively ensure that timely and appropriate updates are communicated back to customers. – Administration of customer account information ensuring that all relevant details are kept current and up to date. – Administration of InForm Portal e.g. setting up new customers, password requests etc. – Escalation of incidents to management when necessary.


The ideal candidate will be a bright and enthusiastic individual who is dedicated to achieving great results, they will ideally have the following skills, attributes and experience:

– Highly customer centric with a passion for providing excellence in customer service. – An intelligent self-starter with the ability to work on his/her own initiative or as part of a team as is required. – A genuine interest in IT and Telecommunications. – Polite, clear and pleasant telephone manner. – Friendly and cheery with an ability to convey a smile over the telephone. – Strong interpersonal and communication ability; Tactful, diplomatic and sympathetic when dealing with customer problems. Shows empathy with customer issues. – Confident and with the ability to interact with other members of the team as well senior management. – Ability to question existing processes and provide input to improve where necessary. – Logical mindset and ability to extract relevant information from a caller. – A willingness to learn and not be afraid to get involved in unfamiliar areas of technology. – Proactive and forward thinking approach – Ability to think laterally and possess a strong problem solving capability – Strong desire to extend their own experience and knowledge – Excellent telephone manner and good communication skills – Planning and organisational skills – Ability to prioritise work load efficiently – Ability to work as part of a close-knit team


– Experience of working within a busy customer service environment, preferably in a technical and/or service provider area. – Good level of knowledge around current technology, Telephony, Internet, PC’s etc. – Knowledge of the ITIL framework. – Experience in understanding and diagnosing technical problems at 1st Level. A first line support level is advantageous. – An experienced and confident communicator, both from a verbal and email perspective. – An experienced listener with efficient and accurate keyboard skills. – Experience in using helpdesk software – Internet and networking knowledge advantageous.

Sound like the new role for you?  Email your CV today!

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