Digital signage first-line service-desk analyst
Linney Group Ltd., Orlando, NY, United States
Digital signage first-line service‑desk analyst
Linney is a world‑class, multichannel marketing services business. We are looking to appoint a digital signage first‑line service‑desk analyst to support our business. The role involves providing remote first‑line support to digital screens clients, answering incoming calls and emails, and accurately recording issues within our ticketing system. It requires working a rota, proactively logging tickets via the monitoring and alerting system, performing basic diagnostics across multiple internal systems, escalating issues internally where required, and adhering to defined processes and policies. The analyst will manage and maintain tickets across various workflows, take ownership of issues, communicate regularly with end users, identify appropriate solutions, and ensure tickets are progressed or resolved within agreed SLAs. Other responsibilities include engaging with third parties to arrange engineer visits, generating quotes for replacement hardware, supporting the creation or updating of knowledge articles, and providing feedback for continuous improvement within the team. Essential skills and experience
Experience in providing high levels of telephony‑based or in‑person customer service. Excellent written and verbal communication skills. Ability to work to deadlines on their own or as part of a team. Good time management and prioritisation, with initiative to diagnose problems. Professional working attitude, friendly and approachable personality. Experience in a first‑line support analyst or equivalent role. Experience using ticketing platforms such as Zendesk or ServiceNow. Experience troubleshooting digital screens, AV, OS, hardware or software. Location: Mansfield. Contract: Full time. Hours: 37.5 per week.
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Linney is a world‑class, multichannel marketing services business. We are looking to appoint a digital signage first‑line service‑desk analyst to support our business. The role involves providing remote first‑line support to digital screens clients, answering incoming calls and emails, and accurately recording issues within our ticketing system. It requires working a rota, proactively logging tickets via the monitoring and alerting system, performing basic diagnostics across multiple internal systems, escalating issues internally where required, and adhering to defined processes and policies. The analyst will manage and maintain tickets across various workflows, take ownership of issues, communicate regularly with end users, identify appropriate solutions, and ensure tickets are progressed or resolved within agreed SLAs. Other responsibilities include engaging with third parties to arrange engineer visits, generating quotes for replacement hardware, supporting the creation or updating of knowledge articles, and providing feedback for continuous improvement within the team. Essential skills and experience
Experience in providing high levels of telephony‑based or in‑person customer service. Excellent written and verbal communication skills. Ability to work to deadlines on their own or as part of a team. Good time management and prioritisation, with initiative to diagnose problems. Professional working attitude, friendly and approachable personality. Experience in a first‑line support analyst or equivalent role. Experience using ticketing platforms such as Zendesk or ServiceNow. Experience troubleshooting digital screens, AV, OS, hardware or software. Location: Mansfield. Contract: Full time. Hours: 37.5 per week.
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