Tech Support Analyst

  • Location
    Wrexham, Wrexham
  • Salary
    £ 19000 - £ 26000 / Year
  • Category
    IT - IT
  • Job type
  • Industry
    IT and Telecoms
  • External Reference

Adecco are proudly recruiting for Tech Support Analyst for our industry-leading client based in a head office location in Llay, Wrexham.

Salary - £19000-£26000 per annum.

As a Tech Support Analyst you will be responsible for triaging requests and incidents, assisting customers and managing work-flow. You will be the first point of call for tech support and assistance. This role would suit problem solvers and creative thinkers who have an interest in IT/tech with a flair for customer service and success.

Key responsibilities include:

  • Manage triage for all tech support requests received internally and externally

  • Be the first point of contact for customers in Tech Support cases from initial query ensuring customers are well informed through to completion

  • Use your awareness of our systems and products to try to resolve the query

  • Take ownership of the trouble shooting knowledge base and process documentation to decrease volume of queries and enable self serve

  • Feedback common tech support queries / user errors to relevant internal teams to consider UX improvements

  • Investigate incidents to try and resolve, escalate problems to product development

  • Work with department objectives in mind and contribute to their success

  • Provide monthly reporting and analysis summaries

  • Document and classify all tickets correctly according to our processes

The ideal candidate will have the following experience:

  • Diploma or bachelor's degree in Computing, Computer Science, IT or similar

  • Experience in an IT/Application/Software Support role or similar

  • Knowledge of the agile development life-cycle process

  • Knowledge of the ITIL service desk management life-cycle

  • Knowledge or experience with service desk tools

Mon-Fri, Full-time, Office Hours.

£19000-£26000k depending on experience. Great benefits package attached such as flexi-time, free daily cooked lunches, onsite barista, sports and leisure allowances.

We look forward to receiving your application!

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.

To speak to a recruitment expert please contact Kirsty Watson