Responsibilities:
The primary duty of the Junior Support Analyst is responding to user queries and help requests, which can arrive by email or through the service tool Jira. Gather all relevant information related to the incidents or issues, update the service ticket and escalate to the relevant developer to resolve the issue. Manage the flow of incoming support requests and escalate issues to other IT specialists as required.
The Junior Support Analyst will maintain detailed records of user issues with software and hardware and use these notes to diagnose and help resolve tickets. They may also provide reports to the IT leadership team to track problems reported by multiple users.
Aid the departments operations and best practices by creating, editing and distributing IT-related documents. Create FAQ documents that cover common errors and known issues and provide guidance on resolving them, as well as producing and updating help sheets that will create a self-help knowledge base.
Qualifications:
Basic Knowledge of hardware and software with a logical approach
Knowledge of the latest IT and software trends
Strong customer service ethos
Ability to work well with people
Strong organisational skills and experience solving complex problems
Excellent communicator, able to engage internal colleagues and work across teams to provide resolutions to issues/questions.
Ability to quickly establish good working relationships with clients
Enthusiasm for continual learning
Agile working
Proactive, independent, responsible attitude
Knowledge of support software
Knowledge of Microsoft Office
Understanding of SQL & Databases
Understanding C#.
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