1st Line Support Desk Analyst

16 December 20212021-12-16
Kingston, Surrey
LinkedIn ShareShare

Do you have excellent customer support skills, with the ability to analyse and prioritise service requests either in a support desk or call centre role? Our client, based in Hampton Wick near Kingston, is looking for someone who can provide an efficient 1st line support service within their company. 

Purpose of the Role

To provide first line support by handling Fault Report Forms and Service Requests submitted via telephone, email and online, and managing them through the appropriate hardware and software support processes in line with agreed SLAs

To provide support to our UK customers as well as our international partners, working closely with support teams in Europe, US & Asia.

To contribute to Adhoc projects and regularly provide status update reports to management.                                                                                                                                          Demonstrate a basic understanding of troubleshooting methodology to increase incident resolution at the 1st line level and ensuring sufficient details are captured/logged before the case is escalated to the 2nd / 3rd line support teams.

A requirement of this role is that the successful candidate will be subject to police vetting.


Inbound Service Desk Calls

  • To be the first point of contact for all inbound customer calls and emails.
  • Walk customers through the case management process and fulfil customer requests for information.
  • Resolve technical issues over the phone wherever possible.
  • Log and take ownership of all inbound cases and escalate to the relevant hardware and software support streams.
  • Utilise excellent customer service skills to keep customers updated on their open cases and exceed customers’ expectations on aftersales care.

Outbound Service Calls

  • Respond to all submitted Fault Report Forms.
  • Follow up with customers, provide feedback and see problems through to resolution.
  • Ensure all fault Repair Forms are responded to within 1 working day of submission.

Case Logging

  • Logging of all incoming calls and emails.
  • Tracking of all Fault Report Forms, including hardware, software and internal IT.
  • Escalating service issue to the Service Delivery Manager
  • Track, route and redirect problems to correct resources.
  • Update customer data and produce activity reports.
  • Produce Management report which provides a clear view of the  volume and support desk trends.
  • Arrange RMA collections and returns via company appointed courier

Continuous Improvement

  • Work with Service Delivery manager to create, document  and maintain knowledge base.
  • Recommended procedure modifications or improvements.
  • Preserve and grow your knowledge of support procedures, products and services
  • Logging of all incoming calls and emails.

Qualifications, Skills and Experience


  • Experience of providing external customer support in a support desk/call centre or similar environment.
  • Ability to analyse, prioritise and correctly triage service requests.
  • Excellent customer service and verbal communication skills.
  • Accuracy/attention to detail.
  • Empathetic telephone manner.
  • Experience of using call/incident/CRM logging systems i.e Salesforce.com.
  • Good appreciation of and interest in technology.
  • Competent Excel user.
  • Good standard of education.
  • Working knowledge of helpdesk software, databases and remote control.
  • ITIL Foundation


  • An IT related qualification i.e computer science/engineering degree or equivalent.