1st Level Support Analyst – VR/25381

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Status: Permanent
Location: Aberdeen
Rate: Available Upon Request

TMM is working with a leading engineering and maintenance provider to find a talented 1st Level Support Analyst to join their team. The right candidate will have strong knowledge of Microsoft based operating systems, experience in helpdesk support, a basic understanding of PC hardware setup and configuration and will possess excellent interpersonal skills.

      

Overview:

A leading engineering and maintenance provider, supporting customers across the chemical and petrochemical, nuclear, oil and gas, pharmaceuticals and biopharma, power and energy, utilities, renewables and food and beverage markets. Enhancing the efficiency of assets, ensuring a high level of availability and reducing maintenance costs.

Extensive experience in offshore and onshore facilities; specialising in asset management services throughout all life cycle phases from consulting, engineering, manufacturing, assembly, operations, maintenance, and decommissioning.

This commitment is delivered by an experienced and highly competent workforce of over 4,500 employees operating from 14 offices in strategic industrial hubs, upholding the highest standards of safety, compliance and quality.

To provide first line (helpdesk) technical support to internal customers, assisting them with hardware and software problems via phone, email or onsite.

     

Key Responsibilities:

  • Providing technical support; answering support queries either onsite or via phone or email.
  • Maintaining a high degree of customer service for all support queries and adhering to all service management principles.
  • Taking ownership of user problems and being proactive when dealing with user issues.
  • Logging all calls on the call logging system and maintaining full documentation.
  • Responding to enquiries from clients and helping them resolve any hardware or software problems.
  • Maintaining a log of any software or hardware problems detected.
  • Supporting users in using computer equipment by providing necessary training and advice.
  • Allocating more complex service issues to the relevant IT support member.
  • Arranging for external technical support where problems cannot be resolved in house.
  • Ensuring that all SLAs are met.
  • Maintaining an inventory of computer assets with the aim to have continual stock available (within reason).

      

Experience & Qualifications:

  • Relevant first line / helpdesk support experience.
  • Strong knowledge of Microsoft based operating systems with emphasis on Windows desktop technologies (Windows 10).
  • Experience using and troubleshooting Microsoft Office (Microsoft Word, Excel and PowerPoint).
  • Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, and delegation).
  • Basic understanding of PC hardware set-up and configuration.
  • Excellent telephone manner and face to face communication skills.
  • MCP certification would be beneficial, but is not essential.
  • Excellent telephone manner.
  • Excellent inter-personal skills: diplomatic and able to inspire user confidence.
  • Thorough, professional approach.

      

Desirable Skills and Experiences

  • Supports and motivates others, encouraging them to achieve their goals, in alignment with organisational goals.
  • Explores the customer’s situation with them to develop a fuller understanding of the underlying need.
  • Delivers what they have agreed with the customer.
  • Takes action to exceed customer expectations.
  • Advocates customer satisfaction as a key value for themselves and the UK IT Team.
  • Deals effectively with dissatisfied customers.
  • Ensures the effective and efficient use of time and resources.
  • Monitors progress against the plan and acts accordingly.

TMM Recruitment INDIT

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