IT Support Analyst is required by my client who are based in the Slough area, this is an on-site / office-based role.

Responsibilities:

Logging support calls via telephone and email

Resolving 1st line incidents and requests

Effective ticket management and tracking using the Service Cloud ticket logging system

Ensuring all tickets are categorised to correct standards

Following internal processes for assigning tickets to the correct department or individuals

Ensuring all tickets are resolved to a high level of customer satisfaction

Providing regular feedback to customers regarding the status of their tickets

Providing exceptional communication between the service desk, end users and resolver groups

Proactive Management of tickets raised with 3rd party resolver groups

Meeting and exceeding customer specific service level agreements (SLAs)

Providing prompt escalation to 3rd Line Support/ Problem Management ...