Helpdesk Analyst L1

Recruiter
BAE Systems.
Location
Remote Working, United Kingdom
Salary
Competitive
Posted
08 Aug 2019
Closes
16 Sep 2019
Ref
72890
Sector
Consultancy
Job Type
Permanent
Description/Responsibilities:
This person will provide Tier-1 support services for Exchange 2010/2013/Office 365,
Exchange messaging support. The Technician will primarily be tasked with resolving
incidents for external and internal clients, over the phone in a Call Center environment,
and by tickets. Basic troubleshooting for desktop, Microsoft Office and Outlook
configurations are required. You must be able to maintain Metric goals, SLA goals, and
customer satisfaction goals.

Primary responsibilities include, but are not limited to:
• Support customers over the phone, regarding various messaging issues
• Review support requests from within a help desk ticketing system
• Perform outbound calls to obtain additional information for troubleshooting, and provide solutions to customer issues
• Perform initial troubleshooting and then escalate to a higher tier if needed
    Analyze mail flow, routing and internet headers

Qualifications:
• Basic knowledge of email message flow/routing
    Friendly presence and helpful attitude Good interpersonal skills and ability to work well with others Be able to provide technical support over the phone in a professional and courteous manner
    Previous customer service experience strongly desired. Strong working knowledge of common operating systems and software applications. Excellent written & verbal skills Attention to detail Good problem solving skillsOne year Help Desk experience or Associate Degree/ Diploma in related field.
About BAE Systems Applied Intelligence
We use our intelligence-led insights to help defend Governments, Nations and Societies from cyber-attacks and financial crime. Our customers depend on our evolving capabilities to help them safely grow their organisations. Our unprecedented access to threat intelligence, world-leading analysts and market-leading technology means we can help them to adapt, evolve and stay ahead of the criminals.
Division overview: Capabilities
At BAE Systems Applied Intelligence, we pride ourselves in being a leader in the cyber defence industry, and Capabilities is the engine that keeps the business moving forward. It is the largest area of Applied Intelligence, containing our Engineering, Consulting and Project Management teams that design and implement the defence solutions and digital transformation projects that make us a globally recognised brand in both the public and private sector.
As a member of the Capabilities team, you will be creating and managing the solutions that earn us our place in an ever changing digital world. We all have a role to play in defending our clients, and this is yours.
 
Diversity and inclusion are integral to the success of BAE Systems Applied Intelligence. We are proud to have an organisational culture where employees with varying perspectives, skills, life experiences and backgrounds - the best and brightest minds - can work together to achieve excellence and realise individual and organisational potential. We also welcome discussions about flexible working.

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