1st Line Support Analyst

Job Title 1st 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. 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:
* Demonstrable work experience equivalent to SCQF 7 or be educated to HNC level in an IT related subject
* 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


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