1st Line Support Analyst

Liverpool / Permanent

An exciting opportunity to help deliver award winning digital experiences for a Global Client base.

With opportunities to advance, you will be joining an established team to provide 1st line support across a broad range of websites, brands, markets and technologies.

Reporting to the Service Desk Manager you’ll be expected to be a quick learner, a good communicator, have an aptitude for problem solving and crucially, an unswerving commitment to delivering a great service to our clients.

 

Key Responsibilities

 

  • First point of contact for clients reporting issues and raising requests via phone, email and JIRA
  • Replicate, investigate and diagnose bugs
  • Liaise with the 2nd line team and service managers to see issues through to resolution
  • Maintain and update content on client sites
  • Manage workload across multiple clients and projects
  • Communicate effectively on the progress of work

 

Competencies and Experience

 

  • Excellent verbal and written communication skills
  • Exemplary customer service skills
  • Strong ability to take ownership and use initiative
  • Good attention to detail and problem solving skills
  • The ability to manage multiple work streams and work in a fast paced environment
  • Experience in the following technologies would be nice to have but are not essential.
  • HTML, CSS and Javascript
  • C# and ASP.NET MVC
  • Microsoft SQL Server
  • Server management and IIS
  • Source code management utilities