_______________________
____________________
__________________________
____________________
_______________________
______________________
___________________
____________________
____________________
___________________________
Temporary Hybrid 1st and 2nd Line Support Analysts Our client, a global technology company, is seeking multiple talented individuals to join their elite White Glove Service team in providing premium end-user computing support. The ideal candidates will encompass both 1st and 2nd line support roles, ensuring a seamless computing experience for a diverse user base of approximately 1,000 employees. These roles will have a hybrid working style and be based in London. Key Responsibilities Serve as the initial and secondary point of contact for end-users experiencing IT issues, providing immediate assistance and resolution. Log, categorise, and prioritise incoming help desk tickets, ensuring accurate documentation and timely follow-up. Troubleshoot and resolve technical problems related to Dell and Apple hardware within a Windows environment. Provide in-depth technical support for escalated issues from the 1st line support team, performing root cause analysis and implementing solutions. Guide users through step-by-step solutions via phone, email, or remote assistance tools. Maintain and manage documentation of technical procedures, solutions, and support knowledge base. Collaborate with team members to share knowledge and improve overall service delivery. Support the setup and configuration of new user accounts and hardware, ensuring readiness for new employees. Provide feedback on recurring technical issues to contribute to the continuous improvement of IT services. Ensure service delivery aligns with white-glove standards, providing a high level of customer satisfaction. Be available for weekend support on an exceptional basis, as required by business needs. Requirements Strong proficiency in supporting Dell and Apple hardware in a Windows environment. Demonstrated experience in both 1st and 2nd line technical support roles. Excellent communication skills in English; proficiency in German is a major plus. Ability to work independently and as part of a team, with a strong commitment to customer service excellence. Familiarity with IT service management tools and processes, including ticketing systems and remote support software. Strong technical knowledge of Windows operating systems. A customer-centric approach with a commitment to delivering high-quality service. Willingness to work standard business hours with the option for weekend support on an exceptional basis. Our client is eager to welcome talented individuals who thrive in a collaborative and innovative environment, dedicated to excellence in IT support. Join their team and contribute to delivering unparalleled technical expertise and customer service. Love Success is a top recruitment agency based in London, dedicated to connecting exceptional administrative and office support staff with the leading businesses across London and the UK. Whether you're a candidate seeking Personal Assistant roles in London or an employer looking to hire administrative and office support staff, our agency provides high-quality recruitment services tailored to your needs. At Love Success, we champion diversity, equity, and inclusion, embedding these values into every aspect of our operations. Our unwavering commitment to these principles is evident in our recruitment practices and our comprehensive training and development programs. We partner with organisations that share our dedication to fostering diverse and inclusive workplaces, where individuals can be their true selves in the workplace. Together, we strive to promote equality and create opportunities for all. Love Success is proud to serve as an Employment Agency for this vacancy.
Customer Service Advisor Pay: £13.74 per hour Length: 3 Months Days/Hours: Monday - Friday Location: One Angel Square (Office based or Remote) Opus People Solutions are recruiting on behalf West Northamptonshire Council for a customer Service Advisor to maximise resolution of enquiries and information requests from customers at first point of contact. Seeking to resolve as many queries as possible, Maximising customer satisfaction and minimising the need for repeat calls from customers chasing resolution/action. Please ensure you have custoner service experience. Responsibilities. To resolve at least 80% of customer queries, by telephone, email, fax, SMS, web chat, face to face or in writing within pre-determined timescales, only forwarding / escalating to others in exceptional circumstances To assess the priority of incidents based on the impact to the customer and the organisation, and where necessary assign to the relevant service area in instances where resolution demands a complex investigation or is highly sensitive. To assess, analyse, interpret, and record customer needs using appropriate skills and technology, to enable customer issues to be resolved and a database of customer needs and contact to be developed To resolve complaints/concerns at the first point of contact, where possible, minimising the need to escalate to the Helpdesk Team Leader or Transactional Service Lead for investigation. To continuously seek to improve the service offered to customers, proactively interpreting customer needs and suggesting improvements to service delivery To monitor and assess personal performance against targets, seeking support as necessary in order to deliver against LGSS Helpdesk KPIs To share knowledge and information with colleagues, contributing to the team's ability to deliver continuous performance improvements To ensure the Customer Service Analyst is responsible for the ownership of their customers' enquiries and regularly updates the customer on the progress of their enquiry or service request as agreed at point of contact. To be proficient in the use of all technology deployed in the LGSS Helpdesk to help facilitate an excellent customer experience 10.To demonstrate awareness/understanding of equal opportunities and other people's behavioural, physical, social and welfare needs. 11.To ensure that reasonable care is always taken for the health, safety and welfare of yourself and other persons, and to comply with the policies and procedures relating to health and safety within the department. 12.To carry out any other duties which fall within the broad spirit, scope, and purpose of this job description and which are commensurate with the grade of the post. For more information or to process your application for this role, please apply online now.