Location: Meppershall
Salary: £24,000 Depending on experience
Contract: Full time, Permanent
Centrality have a great opportunity for a 1st Line Support Analyst to join our service desk team. In the 1st Line Support Analyst Role, you'll receive, logging, processing, and monitoring tickets received into our IT Service Desk, ensuring all client support requirements are managed courteously and professionally.
You'll be used to problem solving with clients, ensuring incidents and requests are resolved/implemented to agreed standards and timescales utilising call-logging software, you'll understand when an incident needs escalating to a senior team member. You'll demonstrate good interpersonal skills, comfortable dealing with a junior member of a customer's team or conversing with a director.
There's real team spirit at Centrality, you'll be expected to muck in when teammates need help, that might mean getting involved in other aspects of day-to-day Service Centre that aren't normally part of your role and embrace change.
The hours for this role are shift based, working 40 hours per week to cover 07.00 to 19.00 Monday to Sunday, you will only work the occasional weekend (around one weekend in seven). Shifts are based on earlies, mids and lates, when working a weekend, you'll be given the two days off in the week.
What you will need to bring:
- High levels of integrity, doing what you say you will do.
- Professionalism and passion for customer excellence
- Thirst and personal commitment for continual learning
- Ability to develop positive relationships, seek feedback to improve.
- Pride in delivering positive outcomes
- Interest to want to work with the latest Microsoft Technologies
You'll need to have the following Qualifications, skills, and experience for this role:
- GCSE Maths and English at grade C or higher
- Able to work using own initiative ('can do' approach and attitude).
- Experience in a customer service role, User-focussed, empathetic, firm
- approach when appropriate
- Pleasant, confident, and professional telephone manner
- Enthusiastic with a passion for technology
- Good problem-solving skills and techniques
- Ability to prioritise, work under pressure and to tight deadline
- Good attention to detail and quality
- Excellent communication & interpersonal skills, written and oral
- A strong, amiable and flexible team-player
- Able to work using own initiative
- CompTIA A+ qualification (desirable)
- Microsoft Technology Associate certification (desirable)
- Knowledge/understanding of IT systems (desirable)
What Centrality can offer you in return:
- 25 days holiday as year increasing to 30 with service.
- Company bonus scheme
- Commitment and sponsorship for technical and professional development -
- we offer you up to 10 training days per year, aligned to your current or future
- role with us
- Employee Assistance, Westfield Health Cash Back Scheme
- Flexible working dependent upon on the role
- Endless LaVazza coffee and fruit
About Centrality
Founded in 1996, Centrality has prided itself in growing through reputation through service excellence and commitment to delivering precisely the solutions its clients needed rather selling technology just for technology's sake.
Centrality at its heart is a people company who provide services and expertise to our customers, to help them leverage Microsoft technology to solve business challenges. Therefore, we recruit with cultural fit and values in mind. We expect individuals to be able to uphold our core values, of having a strong work ethic, focus on service excellence, a passion to collaborate with colleagues and customers, take personal accountability for their ongoing learning, who are well organised and able to deliver results. We operate a flat organisation structures where there are no boundaries, and employees are encouraged to work with colleagues at all levels.
If this sounds like you, please click on the link to apply and send us a copy of your most recent CV, and we'll be in touch.
Privacy Notice
We want to help people find the best role for them, and to make the most of all applications for the opportunities available at Centrality, we therefore collect and use a range of personal data to make better recruitment decisions, before applying for this role, please view our privacy policy explaining what personal data we will use in the recruitment process and how long we will store your data for.
Visa Sponsorship
We cannot provide any form of VISA sponsorship for this role, so applications from outside the UK will not be considered.
DBS Checks
All employees who work for Centrality are asked to apply for a basic criminal records (DBS) check when they are offered a role with us, as some of our clients require this as part of our contractual obligations. If you'd like to see a copy of our Employment of Ex-Offenders Policy, please let us know.
Note to Recruitment Agencies
We are proud of our fantastic people team who work hard to find candidates that have the right skills, experience, culture fit, growth mindset, who align to our HEART values, we don't accept CV's from agencies who aren't on our preferred suppliers list.
You may have experience in the following: 1st Line Support Analyst, First Line Support Analyst, 1st Level Support Analyst, First Level Support Analyst, Helpdesk Support Analyst, Customer Support Analyst, IT Support Analyst, Service Desk Analyst, etc.
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