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1st line Service Desk Support Analyst – Richmond (TW9) – 16868

  • Location: Richmond
  • Salary: 11992.24
  • Level: 1
04/12/2018 QA integration Richmond TW9 1RJ

1st line Service Desk Support Analyst – Richmond (TW9) – 16868

  • Sector: i t telecoms
  • Location: Richmond
  • Salary: 11992.24
  • Level: 1
1st line Service Desk Support Analyst  – Richmond (TW9) – 16868
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Employer Description

Cirrus was founded in 2011 and is an award-winning provider of omni-channel cloud Contact Centre Solutions (CCaaS) and IPT telephony, with over 10 years’ experience of using the best technology to deliver business outcomes and effortless customer experiences. Modern technology and a team that has many years of experience working in and around the Contact Centre and IPT environment, provides a recipe for business transformational success.

Job overview

As a first line service desk support analyst you will be part of the Service Desk team, providing a support function for the business and Cirrus clients.

Main responsibilities

The role will include but will not be limited to the following tasks:

  • Taking first line support calls from customers and partners
  • Case triage and troubleshooting for cases raised by clients and partners
  • Initial response to cases raised by clients and partners
  • Allocation of cases to individuals in service desk, within SLA
  • To report risks or escalations to 2nd, 3rd line or a senior member of team, following the escalation process.
  • Responsible for keeping contact details up to date.
  • Maintaining and updating our internal CRM systems
  • Maintaining excellent knowledge of the organisations products and services to support all customers and partner’s needs.
  • Taking part in the OOH rota
  • Working to the companies SLA’s and KPI’s
  • Assist senior management when required.

Required qualities

  • Verbal and written communications skills are essential
  • You must be able to meet deadlines
  • Technical understanding
  • Displays elements of maturity
  • Displays willing ness to learn and grow within the company
  • Trustworthy
  • Responsible
  • Hands on individual
  • Attention to detail

Desired qualification

3 x GCSE (or equivalent) at grades A-C in any subject, plus GCSE English and Maths (or equivalents) at grade D or above

Working week

Monday to Friday 9am to 5:30pm


£10,000-£12,000 per annum

Benefits/Future Prospects

92% of QA Apprentices secure permanent employment after finishing their apprenticeship.Additionally there may be opportunities to undertake further apprenticeship training as many of our programs offer on-going development tracks.

Important Information

QA’s apprenticeships are funded by the Education & Skills Funding Agency (ESFA), an executive agency of the Department for Education.

To be eligible for a Government funded apprenticeship you must have lived in the UK or European Economic Area (EEA) for the last 3 consecutive years.

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