Technical Support Analyst

Our client is a well-established and growing IT support business based in Harrogate, providing expert support across both on-premise and cloud-hosted systems. Currently recruiting a Technical Support Analyst to work with a diverse portfolio of clients, delivering reliable, responsive IT solutions and building long-term partnerships through excellent service and technical expertise.

The successful Technical Support Analyst will provide first-line support to external customers requiring technical assistance. As the first point of contact, you will be responsible for handling inbound support requests, diagnosing and troubleshooting issues, providing support via phone and remote access.

The Technical Support Analyst position is an excellent opportunity for someone with IT support experience who is keen to develop their technical skills further. Training support will be provided, including assistance in achieving Microsoft certifications.

Technical Support Analyst - Key Responsibilities

• Act as the first point of contact for customer technical support queries.
• Communicate with customers to understand, diagnose, and resolve IT issues.
• Provide initial troubleshooting and remote support.
• Escalate complex issues to 2nd Line Support where necessary.
• Accurately record all actions, updates, and resolutions within the ticketing system.
• Work to defined SLAs and follow established workflows and processes.
• Manage customer expectations and provide timely updates.
• Prioritise workload effectively to meet agreed timescales.

• Previous experience in an IT support or helpdesk role with hands-on experience using a ticketing system to log, update, and manage support requests in line with SLA requirements.
• Understanding of Microsoft environments, including: Microsoft Server Operating Systems, Windows 11, and Microsoft 365.
• Technically minded with strong troubleshooting and problem-solving skills.
• Excellent communication skills - able to interpret and explain technical and non-technical information clearly.
• Highly organised, able to manage and prioritise workload effectively.
• Customer-focused with a professional and approachable manner.

The Technical Support Analyst is offering £27,000 - £31,000 basic salary plus great benefits for the successful candidate. Benefits include 25 days + statutory bank holidays, and investment in training and professional certifications, with allocated time during the working week for study.

This position is being advertised by Technical Prospects Ltd. The services advertised by Technical Prospects Ltd are those of an Employment Agency.