1st Line Support Analyst

PURPOSE:
The 1st line support analyst role encompasses a variety of tasks in the ICT department. Working within a small team, the role provides technical and application support across the business to end users in the various contract offices.
NATURE & SCOPE:
T Brown Group is a property maintenance, installation, organisation, which specialises in servicing of gas central heating and hot water services to private, commercial landlords and industrial property owners of all kind.
ACCOUNTABILITIES:
The holder will primarily be responsible for monitoring, responding to, and resolving day-to-day support requests as they come in, keeping within agreed SLA targets. The role works closely with 2nd line support and IT management, liaising with and escalating issues when required.
• Provide support assistance to multi-site and remote-working users.
• Provide assistance and technical support via email, telephone, or in person.
• To identify, prioritise and action all received alerts and log any incidents.
• To action and monitor support calls through to completion, ensuring that the agreed Service Level Agreement (SLA) timeframes are met.
• Administration of all user-related objects including but not limited to; groups, users, workstations, e-mail accounts, distribution lists, printers, access control groups etc.
• To assist with the relocation of user equipment including updating of records at local site s and all hardware including desktops, laptops, printers and phones.
• To raise issues with calls (e.g. exceeding SLA’s) to Service Desk Supervisor & or Solutions Team lead ASAP.
• To monitor and produce reports on call types, such as calls on hold, calls exceeding SLA etc.
• To provide effective and regular communication across all stakeholders on the progress of support and defect activities.
• Liaise with 3rd party support providers to manage hardware incidents.
• Any other duties as may reasonably be requested by the ICT Manager or senior managers within T Brown Group.