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1st Line Support

  • Location: Greater Manchester
  • Salary: £11 - £19000.00 per annum
  • Job type: Permanent
  • Sector: IT & Information Security
This vacancy has now expired.

1st Line Support Analyst
Salary: Dependent upon experience

We are looking for a school/college leaver who is looking to broaden their skillset.
The primary objective is to provide a single point of contact between the services being provided and the users. Typically, this will involve managing cases, incidents and service requests, and handling communication with the users.
Key Decisions

  • Categorise incidents against an agreed classification
  • Prioritise incidents against an agreed prioritisation criteria
  • Identify and progress a first-time fix resolution

Key Interfaces

  • Clients via call and portal communication
  • Team Leader to identify focus of work and review performance
  • 2nd line to escalate incidents

Key Performance Indicators

  • First time fix
  • Time on call

Capabilities, Experience & Qualification Requirements

  • Interpersonal skills, such as telephony skills, communication skills, active listening and customer care training
  • Business awareness: specific knowledge of the organisation's business areas, drivers, structure, priorities etc.
  • Service awareness of all the organisation's key IT services for which support is being provided
  • Technical awareness (& deeper technical training to the appropriate level, depending upon the resolution rate sought)
  • Depending on level of support provided, some diagnosis skills
  • Support tools and techniques
  • Awareness training and tutorials in new systems and technologies, prior to their introduction
  • Processes and procedures (incident, change and service)
  • Wider overview of ITSM processes and procedures
  • Typing skills to ensure quick and accurate entry of incident or service request details.

Key Accountabilities

  • Recording incidents
  • Routeing incidents to support specialist groups when needed
  • Analysing for correct prioritisation, classification and providing initial support
  • Providing ownership, monitoring, tracking and communication of incidents
  • Providing resolution and recovery of incidents not assigned to support specialist groups
  • Closing incidents
  • Monitoring the status and progress towards resolution of assigned incidents
  • Keeping users and the service desk informed about incident progress

Capita IT Resourcing is acting as an Employment Agency in relation to this vacancy.

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