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1st Line Support Analyst

  • Location:

    Newcastle upon Tyne, Tyne and Wear

  • Sector:

    Education services

  • Job type:


  • Salary:

    Up to £8.95 per hour

  • Contact:

    Newcastle CL

  • Contact email:

    [email protected]

  • Job ref:


  • Published:

    12 months ago

  • Duration:

    6 months

  • Expiry date:


  • Startdate:


Job Description

Brook Street are recruiting for 1st Line Support Analysts to work for a well established public sector organisation based in Long Benton. We are looking for IT and customer service candidates to help support a busy team.

If successful, duties will include:

-Providing 1st line support to internal users for a wide ride of applications and infrastructures

-Taking calls, webchats and emails from users and listening and analysing the issues that the users experience and progressing the call accordingly

-Fixing user issues with the available fixes or assigning the case to the appropriate team for resolution

-Ensuring information that is captured is relevant, detailed and concise so that other teams can progress with the case if required

-Diagnosing and repairing users' issues as well as triaging and investigating any issues

-Logging information and incidents onto the provided platform accurately and precisely

-Predominantly taking inbound calls but some outbound calls may be required to progress incidents efficiently

-Delivering a high quality service to users

-Working towards and maintaining business key performance indicators (KPIs)

The successful candidates will demonstrate:

-Previous 1st line support experience

-Previous customer service experience

-Strong IT knowledge and understanding

-Excellent communications skills both verbally and written

Under the current circumstances around COVID-19, this role will initially involve working from home and applicants must have:

-A reliable internet connection
-A suitable working area and an environment where calls can be taken (i.e. noise considerations)
-Good communication via multiple channels such as instant messages, phone, email
-Ability to work autonomously as well as part of a team

This is a full time, temporary position initially for six months with opportunity to be extended. There are various different shift patterns on a rota basis from 7.00am - 6.30pm Monday to Friday. Successful candidates are looking to start on the 27th of July. If you feel you have the skills and knowledge to fulfil this role, please don't hesitate to submit your application.


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