Job Title 1^st Line Support Analyst

Length Until March 2025

IR35 Inside. Paid PAYE

Rate £175 per day

Location Paisley – Must be within commuting distance

Working pattern Hybrid 1 day/week in office. Shift work between 8am-6pm, 35 hours a week

Responsibilities:

• Handle customer contacts and resolve incidents, where possible, ensuring the correct processes are always followed and issues are resolved at first contact where possible
• Accurately capture details of incidents through having the required technical knowledge to ask the correct questions
• Perform triage of issues and accurately record information to categorise and prioritise tickets correctly
• Handle any escalations to ensure a timely resolution
• Communicate effectively with the team leader and other teams
• Identify service improvements and actively seek involvement in bringing them into operation

Essential Criteria:

• Proven track record in call handling

• Experience of working in a service environment

• Experience of using online tools to record and monitor customer contacts

• Good technical knowledge of Microsoft-based environments

Desirable Criteria

• Previous experience of working within a service centre where the service is delivered by multiple suppliers

• Understanding of the Information Technology Infrastructure Library (ITIL) Framework and its application

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.

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