x2 First Line Support Consultant

Job description

About Us:

Iken is a high performing company and expects all its employees to aspire to high performance and continuously improve.

We are currently looking for TWO First Line Support Consultants to join our Bristol based team.

We have an excellent reputation for client care because we employ people who are inquisitive, brave, tenacious and warm hearted. These four qualities are our core values and you will be expected to demonstrate that you share them in all aspects of your working life.

You will also be expected to work inter-dependently, taking responsibility for your own success by taking initiative for your own and others’ benefit and that of the Company

Job Title: First Line Support Consultant

In this role you will report to Support Desk Team Leader

Salary: £18,000-£22,000 plus benefits

Description of Post:

In this role you will work as part of the busy Support Team and receive daily direction from the Support Desk Leader, third and second line support consultants.

You will be responsible for logging, investigating and resolving issues raised by users of the Iken software product range. Excellent communication skills, both written and spoken, are essential for liaising with both clients and colleagues to progress issues towards resolution.

Main Responsibilities are:

• Handling inbound calls and emails from users and client IT teams seeking support.
• Liaising with client ICT departments to assist with the resolution of issues on site.
• Documenting reported issues clearly and concisely within our case management system and Support Module
• Attending and contributing to regular support review meetings to assist the team with managing backlog issues.
• Investigating support issues through information gathering, directive questioning and use of client remote access facilities and remote support tools such as Webex™
• Contribute to the growth and maintenance of the Iken Knowledge base both internally and via the Website.
• Prioritising and escalating issues where appropriate to second line support and working alongside them to gain further knowledge and experience.
• Keeping clients informed on the status of their reported issues.

Outcomes of the role include:

• Communications from users seeking support are dealt with efficiently and escalated to second line support if appropriate.
• All communications from users seeking support are documented clearly and concisely and stored in the appropriate location in Iken.
• Feeding back to other members of the Support Team at meetings regarding volume of calls logged, content, calls closed etc. to aid in KPI data analysis.
• Backlogged issues are prioritised, investigated and dealt with.
• The Iken Knowledge Base is fully utilised to investigate and resolve user’s issues.
• Clients are updated with regard to the status of their issue.

Skills Required for the Role:

The following skills are essential:

• Thorough understanding of Microsoft Office and Windows Operating Systems
• Analysis and investigative skills
• Time management and ability to multi-task
• Excellent written and verbal communication skills
• Ability to work proactively and independently

The following skills are desirable:

• Experience of working in a Support/Help Desk environment
• Experience of using and supporting a bespoke application