1st Line Support Analyst

We're looking for a proactive and customer-focused 1st Line Support Analyst to join our Service Desk team. You'll be the first point of contact for users requiring technical and ERP support, helping to resolve issues quickly while delivering exceptional customer service., Technical Support & Issue Resolution

• Provide first-line technical and ERP support via phone, email, and Service Desk tools
• Log, categorise, and manage incidents and service requests
• Diagnose and resolve hardware, software, networking, and system issues
• Guide users through step-by-step fixes in a clear, user-friendly way
• Aim for high first-time resolution rates and minimise escalations

Incident Management & Communication

• Take ownership of incidents from start to resolution
• Communicate effectively with users, internal teams, and third parties
• Escalate complex issues where necessary, ensuring SLA compliance
• Maintain detailed and accurate ticket records

Monitoring & Maintenance

• Monitor system alerts and respond proactively to potential issues
• Perform routine checks to identify and prevent service disruptions

Additional Duties

• Answer calls promptly and meet response targets
• Build strong working relationships with colleagues and customers
• Contribute to a positive and professional service desk environment

Do you have experience in IT support?, * Experience in a Service Desk or IT Support role (1st Line preferred)

• Strong troubleshooting skills across:
• Windows desktops/laptops
• Microsoft 365
• Printers and peripherals
• Basic networking
• Experience using ticketing systems
• Excellent communication and customer service skills
• Strong problem-solving and analytical abilities

Desirable Certifications (not essential)

• Microsoft 365 Fundamentals / Azure Fundamentals
• Fortinet Certifications (FCA / Fundamentals)
• 3CX Basic Certification
• Mimecast or Email Security certifications, * A team player with a proactive mindset
• Strong attention to detail and organisation
• Passion for technology and continuous learning
• Ability to work under pressure and meet SLAs, * Customer service: 1 year (required)
• IT support: 1 year (required)

Language:

• English (required)

Pulled from the full job description

• Employee discount
• Life insurance
• Store discount
• Company pension
• Private medical insurance
• Work from home
• Canteen, * Canteen
• Company events
• Company pension
• Employee discount
• Life insurance
• Private medical insurance
• Store discount
• Work from home