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I am currently working with a luxury brand to recruit an experienced 1st/2nd Line Support Analyst on an initial 6-month contract. Working with the retail management team you will be responsible for supporting colleagues predominantly with hardware issues.
- Receive customer phone calls, log, prioritise, allocate and resolve Service Desk/Remote Managed Service alerts/calls by or support request from end users.
- Discuss with the customer, the problem reported and, by questioning, collect information and guide the customer through suitable diagnostic procedures to determine the source of the problem if possible.
- Escalate unresolved incidents to internal resolver teams and 3rd party suppliers.
- Responsible for keeping end customers notified and informed on the status and progress of incidents and requests in a timely manner.
- Having identified the problem, to research, isolate, resolve or follow-up routine customer problems, referring more complex problems or unresolved incidents to internal resolver teams and 3rd party suppliers.
- Handle and process all calls in line with the defined Service Level Agreements, and current Customer Service procedure.
- Effectively utilise all Service Desk/Remote Management tools, reference materials, the internet, and other resources including other department staff to aid problem research & resolution.
- Keep the end user advised as to progress of their call and the appropriate action that will be taken to resolve their issue. To promptly update, progress & chase calls on the Service Desk logging system, throughout the duration of a call to reflect current status and provide pro-active feedback to the customer, (Internal or External) and escalate to the Senior Engineer any issues arising from this activity.
- Build, configure and deploy new desktops, laptops, mobile devices and peripherals, and to assist in all desktop moves and changes.
Work as a team with the Senior engineers on projects when appropriateExperience or knowledge of Windows 10, MacOS, Active Directory, Azure, SCCM, Service Now, Apple iOS etc will be highly beneficial for this role as the client is needing someone to hit the ground running. Another key element is strong customer service skills you'll be regularly working face-to-face with members of other departments, so a friendly, professional and personable attitude is essential as well as the understanding that you are a key representative of the IT department. The role will initially be office based 5 days a week whilst training is in place however hybrid working will come in to place after that. Hours of work are split between two patterns (8am-4:30pm / 10am-6:30pm) This role offers a competitive daily rate which increases after 4 weeks. You will also be working at part of a busy but friendly team with a high supportive manager.
Butler Rose is committed to equality in the workplace and is an equal opportunity employer.Butler Rose Ltd is acting as an Employment Business in relation to this vacancy.
