Venesky-Brown's client, a public sector organisation in Glasgow, is currently looking to recruit a 1st Line Support Analyst for a 3 month contract on a rate of £175/day (Inside of IR35). This role will be a hybrid of working in the office and at home.

Responsibilities:

- Handle customer contacts and resolve incidents, where possible, ensuring the correct processes are always followed and issues are resolved at first contact where possible
- Accurately capture details of incidents through having the required technical knowledge to ask the correct questions
- Perform triage of issues and accurately record information to categorise and prioritise tickets correctly
- Where required, refer incidents to the correct resolver groups ensuring the correct data is collected and passed on
- Handle any escalations to ensure a timely resolution
- Where required, communicate effectively with Service Management to ensure that all incidents, problems and changes are well understood, and all actions are carried out as planned
- Communicate effectively with 1st Line Team Leader especially with regards to any risks to the service or of any escalations that cannot be resolved in a timely manner
- Be aware of Project activities that are ongoing and any effect they may have on service in order to advise customers correctly
- Identify service improvements and actively seek involvement in bringing them into operation
- Any gaps in processes and work instructions that are identified must be flagged or documented appropriately in Knowledge Base articles

Essential Skills:

- Demonstrable work experience equivalent to SCQF 7 or be educated to HNC level in an IT related subject
- Proven track record in call handling
- Experience of working in a service environment
- Experience of using online tools to record and monitor customer contacts
- Good technical knowledge of Microsoft based environments
- Ability to use good listening and questioning techniques
- Good communication skills especially when explaining resolutions or work around to customers
- Good problem-solving skills
- Customer focused with the ability to understand and resolve technical issues
- Prepared to take personal accountability for defined area of responsibility
- Good attention to detail and an ability to record specific information from customers accurately
- Ability to work to changing priorities when major incidents occur
- Polite and articulate

Desirable Skills:

- Previous experience of working within a service centre where the service is delivered by multiple supplier
- Understanding of the Information Technology Infrastructure Library (ITIL) Framework and its application
- Ability to be innovative especially when looking for solutions
- Desire to widen area of expertise and to look for personal development opportunities
Posted Date: 18 Sep 2024 Reference: JSV-54772-1 Employment Business: Venesky-Brown Contact: Doug Louden