1st Line Support Analyst

Employer
Hays
Location
Glasgow
Salary
Up to £175.0 per day + 175 paid PAYE
Closing date
1 Mar 2024

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Job position
Chief Executive Officer
Contract Type
Temporary / Contract
Hours
Full Time
Job Function
IT

Job Details

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


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.
If this job isn\'t quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.

Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays.co.uk

Company

About Hays

At Hays, we know that finding the right role at the right time takes careful consideration. As lifelong career partners we’re with our candidates each step of the way.

Whether you’re seeking a job for right now, a career change, or to move up the career ladder, we have the expertise, the up-to-date knowledge, connections and training to help you get where you want to go.

Providing an unmatched wealth of jobs across industries and professions, using our insights and market leading salary checker, employer relationships, pathways and support, we bring roles that challenge and excite you.

And it doesn’t end there. Our expert consultants are here to help get you more than your next job – offering training and upskilling via our free-to-use My Learning platform.

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