first line support analyst

As a first line support analyst, you will be speaking directly with customers, logging their issues, and managing tickets relating to their problems. You will handle cases yourself where possible or escalate them to the wider team when necessary.

This is a fantastic chance to gain hands-on experience, develop your technical and communication skills, and build a strong foundation in IT support. Your salary will increase proportionally as you gain experience and progress within the team, offering a clear and rewarding career pathway with plenty of learning opportunities.

Your Responsibilities

• Act as the first point of contact for customers, providing first line support for application issues.
• Communicate professionally with customers to understand and document their technical problems.
• Log, manage, and update support tickets accurately using the company's helpdesk system.
• Troubleshoot and resolve issues where possible, following clear processes and guidelines.
• Escalate more complex or unresolved issues to senior team members or relevant departments and learn from the seniors.
• Follow up with customers to ensure issues are resolved to a high standard of satisfaction.
• Collaborate with colleagues to share knowledge and continuously improve the support function.
• Take part in ongoing training and development to grow your technical skillset and progress within the team.

• A degree in Computer Science, IT, or a related technology discipline.
• A genuine eagerness to learn and develop new skills within a fast-paced environment.
• A proactive approach, demonstrating initiative to expand their knowledge beyond day-to-day tasks.
• Strong communication skills, both written and verbal.
• The ability to work both independently and as part of a collaborative team.

A large-scale enterprise providing essential operational and technical support to its nationwide network of branches. By centralising key services and systems, the company ensures consistency, reliability, and efficiency across all locations - enabling each branch to focus on delivering quality service to their local communities.