Summary: The Service Desk Analyst L1 role requires a professional with over 2 years of experience in IT end-user support services, primarily handling customer inquiries through various communication channels. The position is based in the TCS Warrington Office and involves providing first-level support, escalating unresolved issues, and maintaining documentation. The analyst will also be responsible for tracking problems and ensuring customer satisfaction through effective communication and problem-solving skills.

Key Responsibilities:

• Provide first-level contact and convey resolutions to store user or appropriate business user issues
• Properly escalate unresolved queries to the next level of support
• Track, route, and redirect problems to correct resources
• Update user data and produce activity reports
• Walk customers through the problem-solving process
• Follow up with customers, provide feedback, and see problems through to resolution
• Utilize excellent customer service skills and exceed customers' expectations
• Ensure proper recording, documentation, and closure
• Recommend procedure modifications or improvements
• Preserve and grow knowledge of help desk procedures, products, and services
• Handle calls and emails, including follow-ups
• Update tickets and documentation on a daily basis
• Work on TCS quality metrics and customer quality criteria
• Coordinate store-related activities with relevant IT support teams

Key Skills:

• Remedy
• Remote desktop management
• Good typing skills
• ITIL certified
• Compassionate and flexible
• Team player and supportive
• Adaptable and continuous learner
• Attentive to details
• Good analytical and problem-solving skills
• Strong client-facing and communication skills
• Proficiency in English
• Working knowledge of help desk software, databases, and remote control
• Degree in Information Technology, Computer Science, or equivalent
• Advanced troubleshooting and multi-tasking skills

Salary (Rate): 150

City: Warrington

Country: United Kingdom

Working Arrangements: on-site

IR35 Status: inside IR35

Seniority Level: Mid-Level

Industry: IT