Job Vacancy – Support Analyst

Job Title: Support Analyst

Job Type: Permanent

Days/Hours of Work: Shift coverage between 08:00 – 18:00 (37.5 hours per week) Monday to Friday

Reports to: Service Desk Team Leader

Summary

To provide a comprehensive incident handling and technology support service to the clients of Accesspoint Technologies.

Key Responsibilities

  • As an integral part of the Support team, you will provide advice and technical support to the clients that call the Support Desk.
  • You will keep detailed and accurate records of all calls. You will have a broad knowledge across all technology areas. You will need to quickly assess the severity and priority of your team’s calls and take the appropriate action to provide the most effective solution.  This will include escalating potential problems such as the use of unauthorised software, major software/hardware outages, dangerous operating practices and the rise of loss or damage to hardware or software, which could be discovered during your day-today support activities.
  • You will assist with identifying trends through the calls and tickets from clients.
  • You will be effective at collaborating with the Infrastructure Team.
  • As a provider of first line IT support to all levels of staff in the client base, you will need to maintain high standards of professional service a all times.
  • You may from time to time, be asked to attend client sites and will be expected to dress appropriately and be professional at all times.
  • You will have the ability to stay calm, even when under pressure and promote a professional impression to our customers
  • Any other task or duty requested of you by the company Directors or the management team.

Skills & Experience

  • You will need to have a minimum of 1 year technical experience in a client focused environment.
  • You will have demonstrable diagnostic and problem solving skills and be able to show when and how you have used our own initiative to deal with complex issues.
  • In order to deal with the varied user base, you will need to have strong client-facing skills, including excellent written and verbal communication skills. You will be equally comfortable dealing in technical and non-technical terms as the situation dictates.
  • You will be familiar with using a call logging and escalation package.
  • You must have in depth working knowledge of the following key applications/Operating systems:
    Microsoft Windows 7, 8 and 10, Microsoft Word 2010 and  2013, Microsoft Outlook 2010 and 2013, Internet Explorer, Exchange
  • High level working knowledge of some of the following hardware would be desirable;
    Blackberry, PC, Laptop, Printer, iPhone, Copiers, Scanners, peripherals.
  • Good knowledge of some of the following applications would be desirable:
    Autotask, Microsoft Word, Microsoft Excel, Microsoft Office 2016, Office 365, Big hand, AuthAnvil, Tikit, Laserforms, Oyez forms
  • Basic working knowledge of network components.

Client Focus

At Accesspoint, we believe in bringing the client to the centre of everything we do.  To do this, we need to understand, anticipate and fulfil the unique needs and expectations of each clients.  We call this “Client Focus” and to help deliver this core part of our business strategy, we want to recruit people who not only excel in their field but who are also client focused.

We are looking for people who:

  • can demonstrate a keen interest and enthusiasm to understand their clients’ priorities;
  • are self-starters, but also team players ready to help others and contribute to the overall success;
  • listen, question and deliver; and
  • are reliable and responsive, who can put the needs of the client first.

In short, we are looking for people who are motivated by client satisfaction and who strive to exceed the expectations of their clients.

Equal Opportunities

We believe in equality of opportunity for all job applicants and employees regardless of gender, marital status, race, colour nationality, ethnicity or origin, disability, creed or religion, sexual orientation or age.

To apply please email: Dawn.breeze@theaccesspoint.co.uk