1st Line Support Analyst

  • Location

    Hampshire, England

  • Sector:

    1st Line Support

  • Job type:


  • Salary:

    £0.00 - £22000.00 per annum

  • Contact:

    Sidrah Hussain

  • Contact email:


  • Job ref:


  • Published:

    6 months ago

  • Expiry date:


  • Consultant:


The purpose of this job

As part of a busy Service Desk team, this role supports over 4,500 customers to provide remote diagnosis and resolution of software, hardware and service issues in a timely manner

The main accountabilities

1. Resolving an average of 18 inbound support calls a day from customers to help with their software, hardware or service issues by remotely accessing customer's machine using RDP (remote desktop) tools or talking the customer through troubleshooting and resolution

2. Ensuring that the call is logged and noted accurately on the call logging system. Where applicable, escalating the issue to 2nd line support or 3rd parties

3. Ensuring all calls are responded to and resolved off in a timely manner, ensuring service level agreements are met

4. Taking ownership of calls, including those that require referral to a 3rd party or other internal functions such as Operations, Engineering and Development. Communicating all relevant updates to customers on all activities throughout the investigation until full resolution is seen

5. Ensuring that standard procedures, processes and standards within the pharmacy industry are strictly adhered to when dealing with customer issues. ie Data protection and remote access compliance etc

6. Supporting internal functions such as Sales and Operations to provide them with technical information and assistance on Proscript and related bespoke software where needed and when required

7. Assisting other team members at particularly busy times ie during outage situations

8. Documenting and sharing new troubleshooting and installation processes to improve departmental service level

Knowledge, skills and experience

* Experience of working in a support, customer service or call centre environment

* Basic level of IT knowledge and competence either gained by experience or by a relevant qualification ie A Level or similar

* Desirable experience of supporting Pharmacy software - ideally Proscript, and working knowledge of generic software and hardware packages including Windows

* Polite and professional telephone manner
* Highly customer focused
* Excellent written and verbal communication skills
* Ability to communicate across a broad spectrum of customer base
* Excellent timekeeping record and ideally experience of working in a structured, rota based environment
* A hands on attitude - happy to help out where and when needed

Please click apply to be considered