Location
Meppershall, Bedfordshire | United Kingdom
Job description
Salary: £24,000 - £26,000 Depending on experience
Location : Meppershall
Contract : Full time, Permanent
Centrality have an exciting opportunity for a 1st Line Support Analyst to join our experienced service desk team, you'll be responsible for receiving, logging, processing and monitoring tickets received into our IT Service Desk, ensuring all client support requirements are managed in a courteous and professional manner.
You'll be used to problem solving with clients, ensuring that incidents and requests are resolved and implemented to agreed standards and timescales utilising the call-logging software, you'll understand when an incident you are working on needs escalating to a senior team member. You'll be able to demonstrate good interpersonal skills such that you feel just as comfortable dealing with a junior member of a customer’s team as you would be conversing with a director, you'll be expected to maintain good customer care.
There's a real team spirit at Centrality and you'll be expected to muck in when your teammates need help, that might mean getting involved in other aspects of the day-to-day Service Centre that are not normally part of your role. You'll be open to doing things in a new way and embrace change. We'll also expect you to take advantage of appropriate training opportunities as they arise, in order to keep up to date with relevant skills and advancing technologies.
The hours for this role are shift based, working 40 hours per week to cover 07.00 to 19.00 Monday to Sunday, you will only work the occasional weekend (around one weekend in seven). Shifts are based on earlies, mids and lates, when working a weekend, you'll be given the two days off in the week. After the initial induction, attendance at our office in Meppershall is required at least three days per week.
What you will need to bring When you join Team Centrality, you will be rewarded with the opportunity to work with a team of likeminded individuals who enjoy working with a diverse range of customers. We value an individual’s contribution their opinions and feedback and have a commitment to equality, inclusion, and diversity. These are the key attributes we look for in our team:
• High levels of integrity, doing what they say they will do
• Professionalism and passion for customer excellence
• Thirst and personal commitment for continual learning
• Ability to develop positive relationships, and seek feedback to improve
• Pride in delivering positive outcomes
• Interest to want to work with the latest Microsoft Technologies
You’ll need to have the following Qualifications, skills, and experience for this role: • GCSE Maths and English at grade C or higher
• Able to work using own initiative with a 'can do' approach and attitude
• Previous experience in a customer service role, User-focussed, empathetic and when appropriate, a firm approach
• Pleasant, confident and professional telephone manner
• Enthusiastic with a passion for technology
• Good problem-solving skills and techniques
• Ability to prioritise, work under pressure and to tight deadline
• Good attention to detail and quality
• Willing to participate in professional development specific to role
• Excellent communication & interpersonal skills, written and oral, confident with all levels of user up to and including director level
• A strong, amiable and flexible team-player
• Able to work using own initiative
• CompTIA A+ qualification would be desirable
• Microsoft Technology Associate certification would be desirable Experience and Knowledge
• Some knowledge and understanding of IT systems is desirable; however full training will be provided
What Centrality can offer you in return At Centrality you will enjoy fast-paced, challenging and stimulating work within small agile teams. Everyone gets involved in team-based projects and we strive to make everyone feel an important part of Centrality and for them to feel empowered to make a difference.
We are committed to providing a range of comprehensive benefits to reward our team for the high quality of work they deliver, and ensure you have the tools and resources to be successful.
Our employee rewards include: • 25 days holiday as year increasing to 30 with service
• Company bonus scheme
• Commitment and sponsorship for technical and professional development
• Employee Assistance, Westfield Health Cash, free yearly flu vaccination vouchers
• Flexible working dependent upon on the role
• Company parties and team social nights out to celebrate our success as a team
• Free onsite refreshments, snacks, and a tuck shop
• Monthly pizza, just eat vouchers
• Support for charity/volunteering
• Endless Starbucks coffee and fruit
Your personal development is important to us, so much so we offer you up to 10 training days per year to invest in your ongoing development, aligned to your current or future role with us.
You may have experience in the following: 1st Line Support Analyst, First Line Support Analyst, 1st Level Support Analyst, First Level Support Analyst, Helpdesk Support Analyst, Customer Support Analyst, IT Support Analyst, Service Desk Analyst, etc.
REF-212 325
Job tags
Salary
£24k - £26k per annum
