1st Line Support Analyst
at Robert Half International UK

Date Posted: 18/10/2019

Job Description

Ref ID:  06660-0011074333CW


An excellent opportunity to kick start your career in IT as a 1st Line IT Support Analyst in Basingstoke.

The successful 1st Line Support Analyst will be joining a busy IT team based in modern offices and provide support to internal staff.

The Role

As a 1st Line Support Analyst you will be responsible for:

Customer Facing:

  • Act as a main point of contact for all internal users reporting or highlighting issues with systems or equipment, installs of basic applications and scripts
  • Accountable in managing all Incidents and Service Requests to concurrence with the end-user, department, or location
  • Monitoring of all users SLAs, and internal OLAs for both Incidents and Service Requests
  • Coordinate and support global IT Production support groups to implement and support all Events and Incidents
  • Own and manage all user escalations and all SLA/OLA breeches through the appropriate channels
  • Ensure all the organisations procedures are followed and fully adopted

Incident Management:

  • Overall ownership and accountability of Incident tickets throughout its lifecycle
  • Ability to triage across all platforms within the infrastructure which includes; Networks, Telephony, Data Centre, Applications and Desktop Support
  • Initial First Call Resolution (FCR) to Routine Incidents - e.g. password resets
  • Re-route incidents as necessary to the correct resolving agent first time providing supporting diagnosis / triage data
  • Manage all incidents within the process and tools by updating each assigned incident in accordance with the user SLAs and internal operational OLAs
  • Escalate incidents according to documented standards when SLAs/OLAs is in breech or user(s) request an escalation

Your Profile

You will posses a willingness to learn and co-operate as part of a team, have an excellent telephone manner and good customer service skills, attention to detail and a logical approach to problem solving and be excited about keeping up to date with the latest technology and services.

The Company

A global software and information technology company listed on the London Stock Exchange.

Salary & Benefits

The salary on offer is £23,000 per annum plus a discretionary 10% bonus and benefits include annual leave and on site parking.

Robert Half Ltd acts as an employment business for temporary positions and an employment agency for permanent positions. Robert Half is committed to equal opportunity and diversity. Suitable candidates with equivalent qualifications and more or less experience can apply. Where rates of pay or salary ranges are detailed these are dependent upon your experience, qualifications or training. If you wish to apply for this position please read our Privacy Notice which details how we may use, process, store and disclose your Personal Information: www.roberthalf.co.uk/privacy-notice.

Job Snapshot

About Us

Robert Half is the world’s first and largest specialized recruitment consultancy. The company has over 60 years experience providing temporary, interim and permanent recruitment solutions for accounting and finance, financial services, and technology professionals.

We help highly skilled professionals find rewarding jobs with leading companies in the UK and offer complimentary access to career guidance and resources and online training opportunities.

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