IT Support Assistant

Working within the Reeves Service Delivery team, the IT Support Analyst must ensure customer enquiries and incidents are resolved in a timely and professional manner, delivering a world class customer service experience. You will ensure the internal system is used to record and control all service desk contact, with the accurate prioritisation, investigation, and resolution of incidents.

Additionally, you will be required to hand off to the 2nd Line teams with the investigation of customer-affecting bugs and issues. You will also be a key contributor to knowledge enhancement by proactively creating and updating knowledge base articles to improve fault resolution at 1st Line.

We are currently seeking an enthusiastic 1st Line Technical Support Analyst with an interest in Microsoft 365 and Application Support to join our team. Someone with drive, passion and creativity, helping keep Reeves at the cutting edge of technology., We hire ambitious and passionate talent into our business and are proud of the steps we take to maximise potential in our employees, nurturing and supporting their professional and personal development.

Specific skills and technologies can be learned. Your adaptability, aptitude and chiefly attitude are the most important thing in helping us to set you on the path to success.

You will be a strong communicator (interpersonal skills) with high attention to detail, ideally with previous experience in a technical service desk role.

You will also have/be:

• Minimum A-level standard or equivalent.
• Highly analytical with excellent organisation and problem-solving skills.
• Willingness to take ownership of issues and manage progress until resolved.
• Ability to actively listen and understand user requirements and translate into technical solutions.
• Customer service experience

Desirable but not essential:

• CompTIA A+ or equivalent.
• ITIL v3/v4 Foundation or previous Service/Support Desk experience
• Basic Windows troubleshooting skills.
• Basic Microsoft 365 administration skills (including remote support)
• Basic networking troubleshooting skills (LAN/WAN, IPs, internet, etc).
• Basic IT security knowledge (Cyber Essentials, firewalls, anti-virus, etc).

Pulled from the full job description

• Additional leave
• Cycle to work scheme
• Company events

Reeves Group are a specialist firm of Independent Financial Advisers who help our clients to build financial security. We are continuously expanding and are committed to recruiting the best talent into our business, and we are just as committed to retaining them. We want determined and proactive employees to join our growing teams which is why our salaries, training programmes and personal development schemes are among the most competitive in our industry.