IT First Line Support Analyst

Responsibilities include Incident investigation and resolution, request fulfilment, assisting problem investigations, identifying and generating support documentation, and technical coaching, ensuring adherence to agreed standards and procedures. What you’ll do Incident/Request Management 80%

• Manage incidents routed from First Level analysts and resolve within the limits of knowledge and contract.
• Maintain technical knowledge and expertise associated with applications specific to individual customers.
• Progress / close incidents to a satisfactory conclusion on the incident management system.
• Liaise with the team and other Service Analysts / customer on open incidents ensuring no incidents is left unattended beyond SLA.
• Escalate potential service issues initially with Line Manager.Liaise with Line Manager on specific projects where requested.

Knowledge Management 20%

• To review and update technical support documents and procedures considering personal experience and information received.
• Share knowledge with colleagues and customers through direct communication and knowledge sharing tools.
• Proactively research problems and solutions and document findings for the advantage of customers and colleagues.

• Experience in a Service Desk Support capacity, with proven experience of resolving incidents for a large corporate customer.
• Understanding of Corporate IT Environments and their relationship to users of the IT Infrastructure.
• General awareness of developments in the IT industry.
• Must have excellent troubleshooting skills.
• Ability to work in a team and to support team members.
• Committed to customer satisfaction and ownership of issues.
• Experience of supporting Windows 11 and M365.
• Experience with supporting remote workers across a VPN.
• Experience of rebuilding workstations.
• Experience of networks.
• Must have excellent customer service skills, communication and strong attention to detail.

We are a leading independent technology and services provider, trusted by large corporate and public sector organisations. We are a responsible business that believes in winning together for our people and our planet. We help our customers to source, transform and manage their technology infrastructure to deliver digital transformation, enabling people and their business. We’re a place where you can belong With over 21,000 people across 22 countries, we are proud of our inclusive culture - where everyone can thrive, feel valued, and truly belong. You’ll see this reflected in our recruitment process too. We aim to provide fair access to opportunities and an inclusive, barrier-free experience. All that matters to us is that you share our vision and values, and bring the skills and experience we need. As a Disability Confident Committed employer, we offer a guaranteed interview scheme. If you opt in and meet the minimum criteria for the role, you’ll be guaranteed an interview, and we’re happy to support any reasonable adjustments. Please let us know when you apply. If you share our values and want to make a meaningful impact in a supportive, forward-thinking environment - we’d love to hear from you!