IT Helpdesk Analyst

I am looking for a helpdesk / customer support analyst for my client in Southampton.

Work is hybrid model (3 days onsite 2 days home working) and in a shift patter. 4 days on, 4 days off covering 6am till 11pm.

Key Responsibilities

Provide second Level support to external customers and partners.

Answer incoming calls from customers and respond to inbound communication on cases

Monitor group email queue to respond to customer issues logged through our web portal.

Identify, analyse and resolve customer issues, documenting work in case notes and knowledge base articles as well as escalating issues as appropriate.

Participate in knowledge transfer activities including passing on information to our 1st level teams and partner support teams.

Address and resolve customer concerns in a timely manner and provide a feedback loop to development when indicated.

Ensure customers are kept up to date on the status of their case.

Coordination and direct involvement in operational problem resolution for customers across the globe.

Perform detailed investigation, analysis and resolution of issues and problems for global customers as per defined Incident Management procedures.

Support and lead certain elements of transition activities for new customers into Support.

Participate in monthly customer meetings, including support performance reviews

Continuous improvement work with other team members across our global support team to develop, propose and implement improvements in working practices.

Communicate with other members of the support team both in the EMEA region and global support teams.

Qualifications

2 years + experience in technical helpdesk support role.

Technical Skills In SQL And Database Management. (preferred)

Working knowledge of Windows operating systems from Windows 7 onwards

Basic networking knowledge

Exceptional customer services skills.

Ability to independently work as a contributing member in a high-paced and focused team.

Excellent Team Working skills, with a healthy understanding of the importance of attendance and timekeeping.

Excellent written and verbal communication skills.

High level of self-organization and attention to detail.

Strong problem-solving and analytical skills with the ability to work under pressure.

Highly motivated self-starter with a desire to help others and take action.

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