Technical Support Analyst

• Location: 

  United Kingdom,Exeter, Exeter

• Posted: 19/08/2009 16:04

Our Client has two positions open to provide first line technical support for all appropriate customers regarding the ISP services and other related software / hardware to maximise customer satisfaction



Duties will include:





- Interface with customers and staff to provide an exceptional customer experience in the provision of Technical Support

- Provide 1st line support to Customers through whatever medium is utilised within the Operation

- Raise and chase all supplier faults in line with SLAs for the TS team using provided systems

- Ensure all ticket queues are managed in line with quantitative and qualitative objectives of providing exceptional customer service through Technical Support

- Develop knowledge, skills, experience and behaviours to progress to Tier 2 Analyst

- Organise the replacement of hardware under warranty.

- Liaise with suppliers (internal and external) to resolve user problems

- Adhere to all appropriate processes and procedures e.g. Incident Management, Complaints Management

- Liaise with other departments to provide technical input/solutions to resolve customer or company issues

- Assist with documentation of resolutions and processes as required.

- Recommend improvements to process / service delivery to appropriate Manager

- Delivery of project work packages as appropriate to departmental operation



Basic knowledge of:





- All Windows operating systems

- The Internet and how it works. Understanding of:





- Web developing -ADSL technology







Skills required are:



- Analytical skills problem diagnosis

- Typing skills

- Self-motivation

- To keep up to date with technical knowledge

- Communication skills both written and verbal

- Customer service skills; managing the customer relationship

- Educated to a good standard in Maths and English  



Hays Office Support and Secretarial is a trading division of Hays Specialist Recruitment Limited and acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays.com

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