At a Glance
- Tasks: Provide technical support and analysis to end-users, resolving IT issues efficiently.
- Company: Join a forward-thinking tech company focused on user support and innovation.
- Benefits: Competitive salary, flexible working hours, and opportunities for skill development.
- Other info: Dynamic work environment with potential for career advancement.
- Why this job: Make a difference by helping users solve tech problems and enhancing their experience.
- Qualifications: Strong IT knowledge, problem-solving skills, and excellent communication abilities.
The predicted salary is between 30000 - 40000 £ per year.
Role
The Technical Triage Analyst position will involve providing analysis and technical support to end-users.
This role requires strong technical knowledge and the ability to quickly diagnose and resolve common problems.
Key Responsibilities
- Initial Assessment and Triage: Receiving and logging user requests, determining the severity of issues, and classifying them for appropriate resolution.
- Problem Resolution: Troubleshooting and resolving IT issues, ranging from basic hardware or software problems to more complex issues that may require escalation.
- Escalation: Identifying and escalating issues to more specialised technical teams when necessary.
- Knowledge Management: Maintaining and updating knowledge bases, FAQs, and internal documentation to improve self-help and reduce future support requests.
- Communication: Providing clear and concise communication to end-users, keeping them informed of progress, and ensuring a positive support experience.
- Documentation: Maintaining detailed records of incidents, resolutions, and escalations within the ticketing system, ensuring accurate and timely information.
- Service Level Agreement (SLA) Adherence: Ensuring that support requests are addressed within the agreed-upon SLAs, which may include response times and resolution times.
About You
- Proficiency in computer hardware and software, operating systems, networking and other relevant IT technologies.
- Ability to diagnose and resolve technical problems effectively and efficiently.
- Excellent communication when interacting with end-users.
- Ability to analyse problems, identify root causes, and implement effective solutions.
- Excellent written and verbal communication skills for interacting with both end-users and technical teams.
- Ability to prioritise tasks effectively and manage time efficiently to meet SLAs and deadlines.
- Experience in development in various programming languages (mostly Java) is desirable in order to perform your duties efficiently.
- #J-18808-Ljbffr
Technical Triage Analyst employer: Travelfusion
As a Technical Triage Analyst, you will thrive in a dynamic work environment that values innovation and collaboration. Our company offers comprehensive training programs and career advancement opportunities, ensuring that you grow alongside us while enjoying a supportive culture that prioritises employee well-being. Located in a vibrant area, we provide a unique blend of professional development and a fulfilling work-life balance, making us an exceptional employer for those seeking meaningful and rewarding employment.
