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Helpdesk Support Analyst needed for this initial 1 month contract for an enterprise sized Dartford based not for profit organisation . Key Responsibilities: Provide first-level contact and problem resolution for all users with hardware, software, and application problems. Resolve user-reported issues using available tools and following procedures and policies for the handling of support cases. Document, track, and monitor the problem to ensure a timely resolution. Perform user administration duties (setup and maintaining account). Maintain and update records and tracking databases. Alert management to emerging trends in incidents. Required Skills and Qualifications: Proven experience as a Helpdesk Support Analyst or similar role. Excellent problem-solving skills to diagnose, evaluate and resolve complex problem situations, or when appropriate, escalate or route them to appropriate IT staff members. Strong knowledge of Microsoft Office Suite, Windows OS, and help desk software. Exceptional customer service orientation and excellent communication skills. Ability to work independently and in a team-oriented, collaborative environment. We need candidates available for an immediate start and the role will be based on site in Dartford. Please get in touch to discuss in detail ASAP
Venn Group is currently working with a well known University based in Surrey to recruit a 1st Line Support Analyst to act as the first and central point of contact for users. This is an excellent position for someone who is looking to develop their IT customer support knowledge and experience. Job Responsibilities: Provide initial 1st line technical assessment and support Accurately diagnose technical issues and perform standard preliminary research using available resources Provides the initial assessments of all incidents or requests, making or coordinating the first attempts at resolution Own, monitor and escalate all incidents according to agreed service levels Keep users informed on the status and progress of their reported incident or request Carry out testing, installation, configuration and implementation of new and upgraded equipment including phones, laptops and mobile devices The ideal candidate: Demonstratable IT Support experience in a user support environment An excellent customer focused approach when dealing with customers in person and remote Experience of working in a University service desk environment Microsoft Office Suite experience Active Directory including file share management experience If you are interested, hit the APPLY button below!
Platform Support Analyst - 12 month FTC Hybrid working and benefits £22-24k per annum Our fantastic client who are a market leader in their field and offer an amazing working environment and career progression are seeking a Platform Support Analyst to join their team. Main duties: Build a strong knowledge of our products and become an expert Manage user's onboarding experience, checking data and issuing log ins to the platform to enable registration. Regularly reviewing this process to identify opportunities for improvement. Provide ongoing support to all platform users and manage any resulting queries including escalating and liaising with other teams where required. Ensure assistance and training is provided: enabling users to identify reports, set parameters and schedules. Identify improvements in service through building and understanding customer requirements, problem solving, sharing knowledge, and suggesting continual improvements within the team Fully manage allocated utility logs using CRM database, actioning, reviewing, and responding to all areas of individual responsibility in line with Project Delivery and Support procedures. Manage Project Delivery and Support mailbox, taking ownership of allocated logs and prioritizing workload. Proactive use of telephone and follow up with emails to always maintain clear audit trail. Generation and analysis of monitoring statistics Maintain accurate notes of conference calls and in-house meetings as required and promptly distribute as necessary. Demonstrate ownership of tasks, activities and projects and use initiative. Participate in regular training/ learning activities to maintain and develop skills and knowledge. Adhere to all policies, procedures and working practices. Skills required: Articulate, professional and clear verbal communication skills. Present information clearly and in an engaging way. Good interpersonal and rapport-building abilities. Precise and appropriate written communication skills. Good telephone manner Good listener; can understand the needs of customers and colleagues Strong problem-solving and analytical abilities Keep up to date with advances in business area, new methods and ways of working. Strong administrative and organisational skills. Intermediate knowledge of Excel, Word and Outlook. Confident and accurate use of departmental computer systems/databases.