1st/2nd Line Support

We are looking for a 1st/2nd line support analyst to work for one of our clients in Dartford.

Job Description
The primary duties of 1st line revolve around the end users and their interaction with the systems as well as the Group IT department. It is the responsibility of 1st line to manage the inflow of requests via telephone and email, escalating calls where required to the other tiers. This essentially makes 1st line the face of the department, which means customer service skills are paramount.

Asset management is another important duty of 1st line, ensuring that all assets are managed and maintained to a high standard.
On large projects 1st line are expected to handle the end user facing steps as well as providing after project support for the end users.

Key Skills

• Windows Desktop OS
• Microsoft Office Suite
• Active Directory (admin)
• Customer Service

Administer

• Active Directory
• Microsoft Office
• Asset Management
• Desktop Support
• Desktop Services
• Microsoft Exchange
• Account Services
• Software Support
• Software Services
• Internet Services
• Data Management
• Mobile Services
• Monitoring
• Warehouse Services

Progression
In addition to training in new technologies or skill sets, progression can be made via contribution towards projects. Generally this will start with an end user focus and gradually move towards the back office systems as knowledge and confidence grows.

1st line should also constantly be striving to improve the systems and processes that they use on a daily basis.