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Job Title: 1st Line Support Desk Analyst Department: Service Delivery Location: Hampton Wick Office Reports To: Support Team Leader Contract: Type Permanent Contracted Hours/Days: 5 days/37.5 hours per week Salary: 30,000 About Us At Reveal, passion meets purpose. Our body-worn video solutions are more than just technology; they''re a testament to our commitment to safety, innovation and change. Rooted in Europe, we''ve become a trusted ally for many police forces, local authorities, retailers and private organisations; helping to pioneer and drive the application of body-worn video in settings and geographies where we can see exciting potential. With an influence spanning over 40 countries, our mission to make a positive impact continues to gain momentum. Purpose To provide first line support by handling Fault Report Forms and Service Requests submitted via telephone, email and online, and managing them through the appropriate hardware and software support processes in line with agreed SLAs To provide support to our UK customers as well as our international partners, working closely with support teams in Europe, US & Asia To contribute to ad hoc projects and regularly provide status update reports to management. Demonstrate a basic understanding of troubleshooting methodology to increase incident resolution at the 1st line level and ensuring sufficient details are captured/logged before the case is escalated to the 2nd / 3rd line support teams. Your Responsibilities and Tasks Inbound Service Desk Calls Acting as first point of contact for all inbound customer calls and emails. Walking customers through the case management process and fulfil customer requests for information. Resolving technical issues over the phone wherever possible. Logging and taking ownership of all inbound cases and escalate to the relevant hardware and software support streams. Utilising excellent customer service skills to keep customers updated on their open cases and exceed customers expectations on aftersales care. Outbound Service Calls Responding to all submitted Fault Report Forms. Following up with customers, providing feedback and seeing problems through to resolution. Ensuring all fault Repair Forms are responded to within 1 working day of submission. Case Logging Logging all incoming calls and emails. Tracking of all Fault Report Forms, including hardware, software, and internal IT. Escalating service issue to the Support Team Leader. Tracking, routing, and redirecting problems to correct resources. Updating customer data and producing activity reports. Producing management reports which provide a clear view of the volume and support desk trends. Arranging RMA collections and returns via company appointed courier Continuous Improvement Working with Support Team Leader to create, document and maintain knowledge base. Recommending procedure modifications or improvements. Preserving and growing your knowledge of support procedures, products, and services. Logging all incoming calls and emails. Qualifications, Skills, and Experience Essential One years experience in external customer support desk/call centre or similar environment. Experience of using call/incident/CRM logging systems e.g. salesforce.com Good appreciation of and interest in technology. Competent Excel user. Working knowledge of support desk software. ITIL Foundation. Excellent customer service skills. Desirable An IT related qualification e.g. computer science/engineering degree or equivalent. Personal Attributes Empathetic telephone manner. Methodical approach with high attention to detail. Ability to analyse, prioritise and correctly triage service requests. Strong verbal communication skills. NVPP3 with SC Cleared Police Vetting is essential for this role - so you must have resided in the UK for at least the last 5 full years