1st Line Support Analyst

Key Responsibilities

• Engage with customers via multiple channels (including phone, email, chat 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 and associated targets
• Provide exemplary service to the customer ensuring high personal and organisational customer satisfaction scores are maintained
• Provide 1st line diagnosis and resolution of incidents and requests, achieving a first contact resolution rate of at least 70% and a first time fix rate of at least 90%
• Accurately determining tickets that require escalation, and providing all necessary handover notes in accordance with standard operating procedures
• Maintain a ticket closure rate of 25 per day
• 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.

  Personal Specification

  Required:

• Previous experience of providing IT support at 1st line level
• Exemplary customer service and problem solving skills
• Experience of administering and supporting the latest Microsoft technologies
• Strong troubleshooting skills with Microsoft Office issues
• The ability to build, configure, administer and support all versions of Windows desktop operating systems
• Active interest in technology and how it can impact business operations
• 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:

• Experience in a similar service desk environment, ideally for a managed service or support services provider
• Knowledge of server operating systems, Active Directory, Group Policy and network architecture (DNS, DHCP, TCP/IP) with an active interest in other networking services
• Knowledge or MS Azure services and offerings
• Basic MS Exchange admin skills
  

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Our commitment to inclusion

At Chorus, we stay curious about the people we work with as much as the technology we work on. We believe diverse perspectives make us better — and we are committed to building a workplace where different backgrounds, experiences and ways of thinking are welcomed and valued. We welcome applications from people of all backgrounds and experiences. If you need any adjustments at any stage of our recruitment process, please let us know.