IT Support Analyst

- Logging support calls via telephone and email - Resolving 1st line incidents and requests - Effective ticket management and tracking using the Service Cloud ticket logging system - Ensuring all tickets are categorized to correct standards - Following internal processes for assigning tickets to the correct department or individuals - Ensuring all tickets are resolved to a high level of customer satisfaction - Providing regular feedback to customers regarding the status of their tickets - Facilitating exceptional communication between the service desk, end users, and resolver groups - Proactive management of tickets raised with 3rd party resolver groups - Meeting and exceeding customer specific service level agreements (SLAs) - Providing prompt escalation to 3rd Line Support / Problem Management team as required - Utilizing various remote takeover tools when necessary - Following internal processes for assigning tickets to the correct department or individuals - Adhering to security admin and information security processes, including escalations and notifications where appropriate - Working with Vonage cloud-based phone system - Providing training to customers and employees on software/websites (face-to-face and on the phone) - Troubleshooting issues with Apple and Android products, laptops, desktops, and tablets - Troubleshooting issues on PCs, EPOS terminals, and printers within the building