1st Line Support Analyst

• Engage with customers via multiple channels (including phone, email and service portal), providing efficient and effective customer service to our customer's end users and other key stakeholders
• Act as the first point of contact for technical service requests and incidents
• Create, prioritise and assign tickets within the company IT Service Management platform, and maintain accurate records across a service ticket lifecycle
• Prioritisation and active management of all allocated tickets, ensuring resolution within agreed customer SLA's
• Provide exemplary service to the customer ensuring high personal and organisational customer satisfaction scores are maintained
• Accurately determining tickets that require escalation, and providing all necessary handover notes in accordance with standard operating procedures
• Identify potential problems in accordance with the company Problem Management processes
• Develop a good understanding of our client base whilst building and maintaining good client relationships
• As a member of an ISO Compliant organisation there is a requirement to follow Chorus company policies, procedures, and guidelines for both Quality Management and Information Security Management Systems in place. As a Chorus employee you will have access to various company and client assets and will be required to maintain the level of security as identified by each asset.
• Comply with all relevant legislative and legal requirements, including industry regulations, employment law, Data Protection and Health and Safety.
• Demonstrate behaviours that promote our values.
• Undertake any other duties as reasonably requested.

Do you have experience in Problem management?, * Exemplary customer service and problem-solving skills

• Active interest in technology and how it can impact business operations
• Good organisational skills and proactive approach to updating tickets
• Team player with good interpersonal and communication skills
• Positive attitude with a 'can do' approach
• Ability to remain calm in a pressured environment
• Reliable, good work ethic and willingness to learn

Desired:

• Previous experience of providing IT support at 1st line level
• Experience in a similar service desk environment, ideally for a managed service or support services provider
• Experience of administering and supporting the latest Microsoft technologies and operating systems
• Knowledge or MS Azure services and offerings
• Basic MS Exchange admin skills