1st Line Support Analyst

We are recruiting an IT Support Analyst to join our Service Desk as a 1st Line Support Engineer. You will use your I.T. knowledge to log and resolve a variety of service incidents and requests for a diverse range of clients, working closely with other engineers in our team. 1st Line Engineers are our first responders, they provide technical know-how, a friendly voice on the phone and a one-touch resolution to incidents where we can. We care about our clients and want to help them get back to their own role as efficiently as possible.

Service Engineers deal with cases that are reported by phone, chat, email or occasionally in person. These are entered into our tickets system and allocated by our Dispatcher to work on by the engineer team throughout the day. Tasks are highly varied, in both business industry and technology. A broad range of technical interest, a desire to provide and improve on our excellent customer service, plus a passion to learn either practically or through certification are essential to perform well in this role.

The successful IT Support Analyst will receive the training, support and certifications required to ensure you stay ahead of emerging technologies, enabling you to provide exceptional customer service and fully support your clients as their businesses grow., * Providing excellent customer experience, through issue resolution, and friendly customer service

• Answering and logging incoming call and chat support requests
• Maintaining detailed, accurate notes and time records
• Troubleshooting and resolving technical issues until resolution or escalation
• Referencing and updating client documentation and user guides
• Liaising with 3rd party software vendors

Do you have experience in VPN?, * IT Support: 1 year (preferred)

• Excellent customer service, customer-facing and problem-solving skills
• Organisational, time management and documentation skills

Preferred Technical Skills to include:

• Windows Server & Desktop
• Microsoft 365 and Azure administration
• Mac troubleshooting
• Experience of working within ITIL or SDI frameworks

We are happy to invest in training for a candidate who may not have the above skills, but is keen to learn and customer focused.

Qualifications (preferable, not essential):

• Microsoft Foundation or Associate Level (Workstation, Infrastructure or Cloud), Comptia A+ or similar

Job Types: Full-time, Permanent

Pay: From £26,500.00 per year

Benefits:

• Casual dress
• Company events
• Company pension
• Cycle to work scheme
• Discounted or free food
• Employee discount
• Gym membership
• On-site parking
• Private dental insurance
• Private medical insurance
• Sick pay

Netitude is an award-winning and market-leading MSP (Managed Service Provider) based in Frome, Somerset. With a Mission of 'Growth Through Technology', we focus on delivering strategic outcomes for our clients rather than just managing technology. We work in partnership with our clients to provide proactive solutions rather than continuously fire-fighting problems. Our core values are embedded in everything we do; Own It, Nurture & Care, Be Brave, Innovate. We have won awards for Employer of the Month and were finalists for Employer of the year.