IT Support Analyst -Fully Remote Jobs UK

Job Type:  IT Support Analyst
Location: United Kingdom
Company: Smartdesc

Analyst for IT Support (first line)
Based: London’s Whitechapel (hybrid working, three days in the office)
Sort: Full-time

Pay range: £28–£33k
You must be qualified to work in the United Kingdom.

At Smartdesc, the First Line Engineer position is one of the most crucial customer-facing positions. In addition to representing the company through a variety of communication channels, the postholder will cultivate and forge solid, dependable bonds with our clientele by offering first-rate IT support via consistent correspondence and customer care.

Responsabilities:

• The initial point of contact for clients calling, emailing, or chatting for technical support.
• Asking insightful questions of users can help identify and resolve hardware and software issues by identifying the source of the issue.
• Raise the level of complexity of issues to the proper resources.
• Addressing inquiries about networks, workstations, printers, and hardware and software specific to a certain vendor.
• Help with initiatives for other operational departments.
• Generating documents and knowledge.

Requeriments:

• Customer Service experience (Minimum 1 year)
• Proficient in Verbal and written English.
• Experience working as part of a team.
• Able to follow defined processes.
• A commitment to detailed documentation.
• Able to converse with all levels of colleagues, confidently and honestly, being able to ask for help when needed.
• The ability to explain technical concepts in basic terms without being patronising.
• The ability to multi-task and manage time under pressure.
• Positive attitude to any situation, with the ability to resolve customer issues or requests promptly and efficiently.
• Ability to spot opportunities and improvements that will benefit the end user experience and taking this forward with senior colleagues via suggestions and recommendations.