Service Desk Analyst

Imperative People; Poole; On-site; GBP 25,000 - 35,000; Full time

Job summary

A local software company is seeking a Customer Support Engineer to provide outstanding software support. The role involves delivering 2nd Line technical support to meet customer SLAs, utilizing strong troubleshooting skills to identify known errors and workarounds. Essential experience includes troubleshooting, customer service, and familiarity with Windows administrative tasks. Candidates should send their CV in Word format along with a covering letter detailing their current salary and notice period.

Qualifications

• Experience in troubleshooting problems from triage to complex investigations.
• Worked in IT service or product support, preferably with external customers.
• Familiarity with Windows administrative tasks including registry manipulation.

Responsibilities

• Deliver outstanding customer service by providing 2nd Line technical support.
• Identify known errors and workarounds to reduce customer impact.

Skills

Troubleshooting

Customer service

Windows administration

Technical support

Tools

MySQL

Microsoft Operating Systems

Job description

Service Desk Analyst / Software Application

Software Support, Service Desk, IT Support Engineer, Technical Support Analyst, 1st and 2nd Line

Local Software Company urgently seek a Customer Support Engineer to provide Software Support.

The role is to deliver outstanding customer service customers to meet customer SLA by providing 2nd Line technical support across their Software and Hardware Product suite using a process driven diagnostic approach and strong troubleshooting skills to reduce the impact on customers by identifying known errors and workarounds to problems according to their priority.

Mandatory Technical Skills Required to qualify

Essential skills

• Experienced based logical approach to troubleshooting problems from triage to complex investigations in co-ordination with customers, 3rd party resolver groups.
• Experience of working in an IT service or product support role, preferably supporting a range external customers with varying degrees of urgency/importance.
• Familiar with Windows administrative tasks involving registry manipulation, batch file configuration, firewall adjustments, network adapter configuration and use of the command line.

Desirable skills ( training provided )

• Installation/configuration/support of Computer Networking, SAAS in Unified Comms. environments, e.g. software applications, server/Cloud based products with Microsoft Operating Systems, voice technologies, database (MySQL).

Service Desk Analyst, Software Support, Application Support Analyst, 2nd Line

To apply please send your CV in Word Format with a covering letter detailing your current salary and notice period.