Technical Support Analyst

October 21

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MCR Systems Ltd

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EPOS Management Systems and Loyalty & Cashless Payments

51 - 200

Description

• Troubleshoot customer support cases in a timely manner – meeting and exceeding SLA’s. • Accurately diagnose the support case to ensure it reaches the correct support queue communicating this to the customer. • Serve as 1st Line support within the Helpdesk team. • Keep clients informed of progression with issues and provide follow up as necessary. • Collaborate with other departments or offices as necessary to expedite resolutions. • Promote and maintain a high quality, professional, service-oriented company image among clients. • Provide pro-active support assisting the Professional Services teams with remote upgrades, implementations and updates to the internal knowledge base. • Maintain accurate and timely call logging in our Service Management System. • Own multiple support calls from inception through to a successful conclusion.

Requirements

• Previous experience of working in an IT support role ideally supporting software applications. • An IT based degree and / or MCP qualification would be an advantage. • Excellent desktop support knowledge. • Good technical understanding of the basic IT systems including databases and networks. • Proficiency in Microsoft Office applications.