1st Line Support

ACS Recruitment Solutions Ltd

Posted a day ago, valid for a month

Northampton, Northamptonshire NN68AX, England

Full Time

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Sonic Summary

The position is for a 1st Line Support Analyst in Northampton, offering a salary of £25,000 per year.
The role requires candidates to have experience in managing ticket queues and a strong focus on customer experience.
Key responsibilities include handling customer requests, troubleshooting basic issues, and creating tickets for Level 2 support.
Applicants should possess strong communication skills, a problem-solving ability in a technical environment, and a customer service-oriented approach.
Previous helpdesk or IT knowledge is essential, and the role is Monday to Friday from 9am to 5pm.

1st Line Support NorthamptonMonday – Friday 9am-5pm£25,000 We have partnered with an award-winning digital legal solutions provider, who due to continued business growth are looking for a support desk analyst to join their team. The ideal individual will have experience in working ticket queues, SLA’s, and a strong focus on customer experience. If you have the desire to work for a friendly team and have a genuine passion for technology – please apply today!What the role with involve: -

Collect customer requests and data
Attend to customer phone calls
Respond to user emails and messages
Conduct basic troubleshooting using questionnaires to find out the level of support needed
Create tickets for Level 2 support
Translate customer requirements into solutions
Provide product information
Solve common problems such as username and passwords issues, menu navigation, verification of hardware and software, installation issues, and setup.

What is required from you: -

Ability to problem solve within a technical environment
Confident speaking with both technical and business users
Strong communication skills
Strong customer service approach and team player
Helpdesk/IT knowledge

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