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  • Job reference: RMS0174201

Support Analyst

  • Sector: Automotive
  • Location: Manchester, Greater Manchester
  • Job type: Permanent
  • Date posted: 24/01/2017
  • Duration: permanent
This vacancy has now been filled.

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The Role:
Objective: Provide Level 1 Support Services to external customers and internal customer with acquired product knowledge.

Areas of Responsibility / Tasks
 Help desk operations - Receipt/recording / acknowledgement of issues / queries and management with L+G CRM platform
 Gather the customer's information, determine the customer's issue by analysing the symptoms, to identify underlying problem.
 Identify what the customer is trying to accomplish
 Typically handle straightforward and simple problems (from knowledge base)
 Goal to handle high % age of the user problems before finding it necessary to escalate the issue to a higher support level
 Customer updates / reporting
 Create and maintain growing and comprehensive knowledge base.
 Testing of software applications
 Internal/external documentation activities to support internal processes/ISO27001 and application user guides/manuals
 Reporting internal/external
 Participate in client Tri-age sessions - Tri-party analysis of all technical issues (regardless of which area)
 Delivery of own work at the time agreed
 Quality level of own work
 Open and clear communication with colleagues
 Work within the defined processes

Essential Skills / Qualifications:
Professional experience
 Industry experience in testing of metering devices or systems would be beneficial but not essential. IT Helpdesk experience required. Appreciation of ITIL best practice framework and adopting principles/working practices

Apprenticeship or Diploma in Electronics or IT

About Fircroft:
Fircroft has been placing people in specialist technical industries for approaching half a century, focusing on mid to senior level engineers for contract and permanent roles worldwide. By applying for this job you give consent for Fircroft to contact you, via email & telephone, to discuss your application along with future positions and Fircroft's services.

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