Software Support Analyst

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My client, an IT company based within a commutable distance from Peterborough city centre, are on the lookout for a Software Support Analyst, with strong 1st line experience to support a strong customer base across multiple offices, initially working remotely, Monday - Friday. Key responsibilities: Respond to inbound calls and tickets into the helpdesk, aligning with pre-agreed SLA's Responding to P1/urgent issues within 15 minutes, escalating if required Liaise with 3rd parties/vendors for additional support and collaboration Must haves: 12-months experience providing 1st and 2nd line IT support in a service desk, ideally following ITIL best practise Windows OS (7, 10) troubleshooting experience Remote support experience (TeamViewer, LogMeIn, RDP) Software installation experience An understanding of writing KB documentation for knowledge base It would be highly desirable if you have: SQL querying knowledge (Basic) AAT qualification (L1,2 or 3) An IT related qualification such as MTA, ITIL or CompTIA In return, you will receive 28 days holiday bank holidays, a company pension scheme, flexible working hours, working for a social and dynamic company

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