Remote Support Analyst

REMOTE SUPPORT ANALYST

LOCATION: CHICHESTER

SALARY: £24,000

This is a key role working primarily on the Remote Desktop Support Team of a FTSE 100 company for a key client encompassing logging and resolving IT fault calls placed by users. Interfacing with technical teams and users alike, excellent customer handling and communications skills are essential in combination with a good level of technical expertise. The incumbent is expected to be flexible as they will periodically be assigned project works as part of a wider service delivery. The role should be seen as an entry point into the wider organisation for a dedicated and enthusiastic systems engineer with excellent medium term opportunities.

Key aspects of this role include

- Incident receipt (telephone, email, eform)
- Accurate recording of case updates into CRM system
- Use of analytical skills to investigate and resolve incidents.
- Use of remote support and systems administration toolsets
- Incident triage and assignment to 3rd line resolution teams
- Ensure conformance to Service Level Agreement (SLA), Performance Indicators and Key Performance Indicators
- Friendly and helpful manner with customers
- Use of standard processes to complete standard operations
- Any other assigned duties in line with status and ability

ESSENTIAL SKILLS AND EXPERIENCE

- Experience of 1st and 2nd line IT Support operations and practices
- Good understanding of what ITIL is and its basic components - knowledge gained by personal research will be sufficient as a minimum
- Good working knowledge of MS Windows XP and Windows 7 in an enterprise environment

DESIRABLE SKILLS AND EXPERIENCE

- Working knowledge of local government application sets
- Good working knowledge of MS Office 2010, Exchange and SCCM applications and toolsets
- Amdoc's Clarify or any other helpdesk call management CRM system
- Experience of working on a IT helpdesk or in similar IT Support function in a large organisation.

PERSONAL ATTRIBUTES

- Clear and confident telephone manner
- Able to deal with challenging calls
- A natural interest in IT and an inquisitive mind
- Able to demonstrate initiative and ownership of incidents
- To be able to produce clear and well written documents
- Excellent customer service skills

Capita Resourcing welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation.

Capita Resourcing is a trading name of Capita Resourcing Ltd. Services offered are those of an Employment Agency and Employment Business. Applicants will be required to register with us.