1st Line Support Analyst

The RoleThe IT Service Desk is the single point of contact for all IT services, requests, and incidents. The IT Service Desk is a busy, dynamic, fast paced team, servicing multiple individual businesses and over 1600 colleagues.

You should have excellent customer service skills and broad knowledge of IT. Be confident, friendly and approachable with a good telephone manner and able to communicate with staff who have varying IT Knowledge. Having an eye for detail and accuracy is essential. You will have 1-2 years’ experience within IT service desk and demonstratable customer service skills with an aptitude for technology. DutiesInclude but not limited to:Supporting internal staff over 2 sites on a weekly basisReceiving and handling requests for service, following agreed procedures and SLA’s, accurately and to a high-quality originating from our portal, telephone, and face to face.Logs incidents and service requests and maintains relevant records:Identifies and classifies incident types and service interruptionsRecords incidents cataloguing them by symptom and resolutionProvide 1st line technical supportActing as customer liaison and delivering an excellent customer experienceTake ownership of user requests and be pro-active when dealing with user issuesProviding updates to the customer on the progression of their callAdministration of required systems and documentationLiaising with 2nd and 3rd line support teams and 3rd party / vendor support teamsEscalating calls where necessary, monitoring 2nd and 3rd line SLA’sMaintain the IT asset registerYou will be required to travel to other offices as and when requiredSupport hours are currently 8am to 6pm Monday to Friday, with a shift rota. SkillsTelephone and face to face customer service skillsEmpathy and understanding of customer needsEffective organisation and time management skillsA good technical understanding of computers, networks and communications systemsExceptional attention to detailAbility to work accurately under pressureExcellent communication and interpersonal skills TechnologiesKnowledge and experience in the following will be advantageous.Knowledge of Windows 11, M365 & Active DirectoryITSM ToolsMS OutlookMS TeamsMS DefenderiOS / iPhones / iPadsGo To Assist,SharepointGeneral PC hardware knowledge for fixes and resolution