Summary: The Service Desk Analyst (Level 1) is responsible for providing first-level support to store users, addressing their issues, and escalating unresolved queries as necessary. This role involves tracking and routing problems, updating user data, and ensuring excellent customer service throughout the problem-solving process. The analyst will also maintain documentation and contribute to quality metrics while coordinating with IT support teams for store-related activities.

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 daily for every user or ticket
• Update documentation as needed
• Work on TCS Quality metrics and customer quality criteria
• Coordinate store-related activities with relevant IT support teams

Key Skills:

• At least 2 years of Information Technology experience in IT End user support services
• Ability to assess IT knowledge levels of store users/employees
• Ability to deal with difficult callers
• Logical thinker with good analytical and problem-solving skills
• Ability to interact with multiple vendors for issue resolution
• Up-to-date technical knowledge
• In-depth understanding of software and hardware used by store users
• Good interpersonal and customer care skills
• Accurate record-keeping
• Proficiency in English and working knowledge of help desk software
• Strong client-facing and communication skills
• Advanced troubleshooting and multi-tasking skills
• Degree in Information Technology, Computer Science, or equivalent
• Flexible working in after hours

Salary (Rate): undetermined

City: Warrington

Country: United Kingdom

Working Arrangements: undetermined

IR35 Status: undetermined

Seniority Level: undetermined

Industry: IT