block.co.uk
IT innovation business, offering expert consultancy, business transformation and managed services

IT Support Analyst

About the role

You are a technology enthusiast, with an appetite for learning the latest technologies. Working in the Block Operations Centre (BOC) you will be responsible for first point of contact for many of Block’s customers providing first line support, or effectively escalate and triage customer requests ensuring incidents are logged and managed to resolution.  The role requires someone with an appreciation of great customer Service and able to work as part of a team.  Able to understand and qualify customer requests and 'go beyond’ to help ensure customer SLAs are met.

  • Act as a first point of contact for phone calls and emails from customer regarding issues and requests
  • Receiving, logging and managing calls from  staff via telephone and email
  • Logging issues raised by the Block Monitoring Platform
  • 1st  line support - troubleshooting of basic issues and requests
  • Allocating issues appropriately to the BOC Consultants
  • Log all calls in the remedy System
  • To maintain a high degree of customer service for all support queries and adhere to all service management principles
  • To arrange for 3rd Party technical support where problems cannot be resolved in house

Customer contact the Block Operations Centre to log issues and requests. These requests come in via the telephone, via the BOC inbox. Incidents and requests are logged within the Service Desk System and assigned to Block Consultants,  Responding to alerts from Block’s customer monitoring platform to ensure that each is dealt with appropriately to ensure uptime of customer infrastructure.

Awesome Perks!

Competitve Salary

  • 25 Days Holiday
  • Training and development
  • Interest free season ticket loan
  • Lifestyle discounts
  • Cycle to work
  • Free annual eye test
  • 10% annual discretionary bonus
  • Annual salary review
  • Pension
  • Life assurance
  • Group income protection
  • Overtime & working from home
  • Subscriptions & qualification
  • Employee assistance program
  • Childcare vouchers
  • Unlimited coffee

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