Line Support Analyst

• Works under supervision, supporting standard technical queries related to a single product/small set of products (e.g. Microsoft products, operating system, basic networking, PCs).

• Develops an understanding of customer’s environment and service delivery requirements to enable the delivery of a first class service.

• Documents actions taken in resolving routine customer enquiries ensuring established processes/systems are followed.

• Takes ownership for listening to and understanding basic customer problems asking relevant questions to resolve typically known problems within required timescales. Knows when problems are ‘beyond them’ and escalates so they can be resolved.

• Escalates issues as necessary to deliver required service level and meet or exceed customer expectation/SLAs. Monitors performance through statistical reporting and analysis.

• Acts as a team player and is viewed by colleagues as a helpful and effective member of the team.

• Excellent communication skills both written and verbal

• Excellent administrative skills

• Previous Customer services experience

• A positive can do approach

• Ability to work well in a team and independentlY

Experience:

• Phone based Customer Service: 1 year (required)

• A role using a PC/computer: 1 year (required)