1st Line Support Northampton Monday – Friday 9am-5pm £25,000 We have partnered with an award-winning digital legal solutions provider, who due to continued business growth are looking for a support desk analyst to join their team. The ideal individual will have experience in working ticket queues, SLA’s, and a strong focus on customer experience. If you have the desire to work for a friendly team and have a genuine passion for technology – please apply today What the role with involve: - Collect customer requests and data Attend to customer phone calls Respond to user emails and messages Conduct basic troubleshooting using questionnaires to find out the level of support needed Create tickets for Level 2 support Translate customer requirements into solutions Provide product information Solve common problems such as username and passwords issues, menu navigation, verification of hardware and software, installation issues, and setup. What is required from you: - Ability to problem solve within a technical environment Confident speaking with both technical and business users Strong communication skills Strong customer service approach and team player Helpdesk/IT knowledge