1st Line Support Analyst Aberdeen, Scotland
Job description
1st Line Support Analyst
Location: Aberdeen
Bilfinger UK is a leading engineering and maintenance provider, supporting customers across the chemical & petrochemical, nuclear, oil & gas, pharmaceuticals & biopharma, power & energy, utilities, renewables and food & beverage markets. We enhance the efficiency of assets, ensuring a high level of availability and reducing maintenance costs.
We have extensive experience in offshore and onshore facilities; specialising in asset management services throughout all life cycle phases from consulting, engineering, manufacturing, assembly, operations, maintenance, and decommissioning.
This commitment is delivered by an experienced and highly competent workforce of over 4,500 employees operating from 14 offices in strategic industrial hubs, upholding the highest standards of safety, compliance and quality.
To provide 1st line (helpdesk) technical support to internal customers, assisting them with hardware and software problems via phone, email or onsite.
MAIN RESPONSIBILITIES:
- To provide technical support; answering support queries either onsite or via phone or email
- To maintain a high degree of customer service for all support queries and adhere to all service management principles
- To take ownership of user problems and be proactive when dealing with user issues
- To log all calls on the call logging system and maintain full documentation
- Respond to enquiries from clients and help them resolve any hardware or software problems
- Maintain a log of any software or hardware problems detected
- Support users in the use of Computer equipment by providing necessary training and advice
- To allocate more complex service issues to the relevant IT Support member
- To arrange for external technical support where problems cannot be resolved in house
- To ensure that all SLA’s are met
- To maintain an inventory of computer assets with the aim to have continual stock available (within reason)
ESSENTIAL SKILLS AND EXPERIENCE:
- Relevant 1st line / Helpdesk support experience
- Strong knowledge of Microsoft based operating systems with emphasis on Windows desktop technologies (Windows 10)
- Experience using and troubleshooting Microsoft Office (MS Word, Excel and PowerPoint)
- Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, and delegation)
- Basic understanding of PC hardware set-up and configuration
- Excellent telephone manner and face to face communication skills
- MCP certification would be beneficial, but is not essential
- Excellent telephone manner
- Excellent inter-personal skills: diplomatic and able to inspire user confidence
- Thorough, professional approach
DESIRABLE SKILLS AND EXPERIENCE:
- Supports and motivates others, encouraging them to achieve their goals, in alignment with organisational goals
- Explores the customer’s situation with them to develop a fuller understanding of the underlying need
- Delivers what they have agreed with the customer
- Takes action to exceed customer expectations
- Advocates customer satisfaction as a key value for themselves and the UK IT Team
- Deals effectively with dissatisfied customers
- Ensures the effective and efficient use of time and resources
- Monitors progress against the plan and acts accordingly
If you wish to speak to a member of the recruitment team, please contact 01224 246246.
IT/Digitalisation | Bilfinger UK Limited | Permanent | White-collar workers | Semi/skilled | Information Technology & Services
