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1st Line Analyst Apprentice

Coretx
Pay: £15,000.00 Text
Location: London Croydon United Kingdom
Category: Entry Level
Available from: Aug 2017
Finishes on: Ongoing Position
Type of work: Full Time, Indoor & Outdoor
Job reference: E02511048
2017-07-21 2017-08-18

Job Description

Our Client, is the UK's most connected managed service provider and data centre network. They create, implement and support managed technology solutions that transform and optimise businesses of all sizes.



They are looking for a professional individual who will play a key role in the delivery of high quality technical support providing exceptional customer satisfaction and a personalised service.



KEY DUTIES –   




  • Resolving 1st line incidents and requests

  • Taking ownership of end user faults and bringing them to a successful resolution

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

  • Providing regular feedback to clients re the status of their tickets

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

  • Effective ticket management and tracking using the Remedy ticket logging system

  • Meeting and exceeding customer specific service level agreements (SLAs)

  • Proactive Management of tickets raised with 3rd party resolver groups

  • Utilising various remote takeover tools when necessary

  • Liaising and assisting Field Engineers on client sites

  • Ensuring all tickets are categorised to correct standards

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

  • Following Security admin and information security processes

  • Following Sev-1 / Sev-2 escalations and notifications where appropriate


Personal Qualities :

  • Adaptability and flexibility

  • Professionalism

  • Positive attitude and energy

  • Mature attitude, calm person



Skills Required :

  • Ability to work independently and maintain a high degree of self-motivation

  • Team work skills

  • Organisational skills

  • Good written and oral communication skills

  • High proficiency in English; both spoken and written

  • Experienced within the following areas: Microsoft Office, Windows OS, Microsoft Exchange/Active Directory administration, WAN/LAN, Citrix, Knowledge of ADSL and WIFI technologies, networking concepts RIM Blackberry, HTC and other mobile devices.



Future Prospects : You will also receive full training and support from the Just IT Apprenticeship team to increase your skills.

Your training will include gaining internationally recognised Level 3 IT qualifications such as;

• CCNA
• Windows
• Windows Server 2012

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