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1st Line Support

Job Title: 1st Line Support
Contract Type: Contract
Location: Manchester, Greater Manchester
Industry:
IT
Salary: £180 - £200 per day
Start Date: ASAP
Reference: BBBH60385_1552049512
Contact Name: Michael Hartley
Contact Email: m.hartley@parity.net
Job Published: March 08, 2019 12:52

Job Description

1st Line CRM Support - Zendesk - Initially until 31st May - £180-200pd - Manchester

Our Public Sector client is looking for a 1st Line Support Analyst who has extensive experience working with CRM queries and Zendesk online ticketing.

Duties:

  • Identifies issues for the supplier to solve as first line support and escalates URGENT or HIGH priority tickets where appropriate (in line with the service level agreement.
  • Work tickets correctly assigned first time to the satisfaction of the work requester, accuracy % to be reviewed regularly based on growing knowledge of the service.
  • Escalates issues of service reliability or new incidents which may be affecting more than one user as soon as possible based on the information available in the tickets.
  • Sets prioritisation of ticket type, assigning correct tag and categorization of user types to manage and support delivery.
  • Resolves where possible, user requests to the level set out in the NORMAL or LOW priority level tickets in the service level agreement (SLA) for the CRM.
  • If not possible to resolve, escalate to appropriate individual within the service team (product owner or developer)
  • Processes manual operations as agreed by the work requester at the start of each sprint.
  • Report on feedback and user insights through daily service support stand up with support, product, tech, comms leads
  • Report and use regular show and tells to demonstrate progress and obtain regular feedback.
  • Actively participates in sprint planning to help prioritisation of service support issues.
  • Improve and iterate service operations by regularly updating documentation and guidance as agreed with product owner.
  • Creates and improves standard responses for frequently occurring queries based on user feedback.

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