We’re looking for a Helpdesk Analyst local to Chorley with a keen aptitude for troubleshooting and customer service to join our Lancashire based technology team. This is an entry level position that focuses on providing technical support to customers using our helpdesk ticketing tool and resolving or escalating issues where needed.
This can be offered on a hybrid home/office basis.
Your next role?
A wide ranging and varied role which will allow you to develop your existing skills and experience.
Day to day duties will include:
Technical support
* Assist users with basic to intermediate technical issues.
* Resolve common issues: Handle routine issues such as:
o Transferring clients to appropriate teams.
o Password resets and other login issues.
o Document tracking or resending.
o Basic client training on application-based processes (How to resend etc.).
* Escalate complex problems: Identify when issues need to be escalated to more senior technicians or specialized teams, and pass the correct information in a timely manner.
* Troubleshooting: Diagnose problems by gathering information from users, replicating the issue, and attempting to resolve it through documented solutions or guides.
* Ensure that unresolved issues are properly tracked and followed up on, maintaining good communication with users regarding progress.
* Continuous efforts to improve stored documentation by suggesting changes or drafting new documents.
Application monitoring and maintenance
* Monitor application performance to identify potential problems before they escalate.
* Help with the installation of software updates.
Issue logging
* Use a ticketing system to document all technical issues reported by users, ensuring accurate records of the problem, actions taken, and final resolutions.
Customer Service and Communication
* Respond promptly to queries: Address customer concerns via email and phone, maintaining a courteous and helpful attitude.
* Educate users: Assist users in understanding how to avoid future problems by providing guidance and education on using systems properly.
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