Customer Support 1st Line Analyst-3 Month Contract

Looking for a challenging new role and career development as a;

1st LINE IT CUSTOMER SUPPORT ANALYST (3 Month Contract)

Then Future Electronics wants to hear from you! We are currently looking to employ a 1st Line Customer Support Analyst to join our EMEA team at our Head Quarters in Egham, Surrey for a minimum 3-month contract. We know our employees are what make us great, that's why we constantly develop and motivate our talent with world class organizational development in order to learn and achieve our goals together Successful applicants will gain a highly competitive salary, full training and a range of benefits including:

• Private Medical
• Life Insurance
• Discounted On Site Restaurant
• Career Development and Progression
• Social Club and Events
• Plus, many more

Job Outline:

The prime responsibility of the role is to work within the EMEA MIS Help desk arena offering first line IT support to the EMEA user community via phone, email or desk side as required.The types of the support issues will vary and require prioritisation, speedy resolution where possible and escalations where applicable. Excellent communication skills are required to deal with queries via email or phone and good basic troubleshooting skills are needed to resolve many end user issues relating but not limited to hardware and software.

What the role involves:

• To answer Help desk calls promptly and professionally and to ensure all Help desk calls received are accurately logged via supported ticketing system
• To respond to Help desk emails in a timely manner, escalating incidents and problems where appropriate
• Support the EMEA users in the use of computer equipment by providing standardised online documentation, intranet links and first-line advice,
• To gather key information and provide quick fixes for initial or known problems and process any incidents for resolution by the team, as appropriate
• Follow MIS escalation procedures to correctly escalate more complex incidents and problems to the Customer Support Analysts, Help desk Team Leader or Technical Analysts or MIS Manager as appropriate
• Potential for travel within the UK/European regions
• Candidates must be capable of working on a regular weekly schedule (including rotational statutory holiday) with overtime and occasional additional hours for special projects

Do you have:

• Good working knowledge in application interfaces, including but not limited to Microsoft Windows 7 & 10; Microsoft Internet Explorer; Citrix; and Microsoft 365 Office Suite
• Possess basic understanding of Networking Protocols and Fundamentals, as well as able to manage PC configurations and set up efficiently and effectively
• Previous experience of using call logging software would be an advantage
• Highly organised, able to work under pressure and maintain extensive attention to detail
• Strong Customer Service ethic
• Possess excellent communication and interpersonal skills
• Able to work under own initiative and as a member of the team
• Possess structured approach to work and able to manage timelines effectively

Company Overview:

Headquartered in Montreal and operating in 150 locations in 40 countries around the world, Future Electronics has earned an impressive reputation for providing outstanding service and developing efficient, comprehensive global supply chain solutions.

Future Electronics boasts the most knowledgeable sales team and provides the most advanced engineering/design capabilities and technical solutions, award-winning customer service, best-in-class global trade compliance program, and the largest available-to-sell inventory in the world.

Offering the industry’s highest level of overall service, including customer-specific programs and processes, and worldwide e-commerce support, the company’s mission is always to Delight the Customer®.

On September 14th, 2023, it was announced that Future Electronics would be joining forces with WT Microelectronics to deliver long-term, sustainable value to all relevant stakeholders including customers, suppliers, employees, and shareholders through the combination of two highly complementary organizations. The two organizations will continue to operate independently pending regulatory approvals.

Equality, Diversity, and Inclusion

We are committed to Equality, Diversity, and Inclusion. We recruit the ‘best person for the job’ regardless of age, race, colour, gender, gender identity, sexual orientation, religion, or disability creating an inclusive working environment and culture for all our employees.