1st Line IT Support Analyst

Salary: £26,000 – £26,400 per year

An exciting opportunity to join one of Europe largest providers of MPS working within the IT helpdesk team.

Primary Duties and responsibilities:

• To provide 1st line technical support; answering support queries via phone and email and to support users remotely.
• To maintain a high degree of customer service for all support queries 
• To take ownership of user problems and be pro-active when dealing with user issues
• To log all calls on the internal helpdesk system
• Respond to enquiries from clients and help them resolve any software problems
• Escalate problems where necessary
•  Understanding basic hardware fault finding for laptop and desktop issues

  Understanding of key protocols e.g. SMTP,SNMP,DNS,IPV4, Bonjour, SMB

• Broad experience of managed print services and hardware
• Build and maintain internal relationships
• Carry out any other reasonable tasks/duties to support the IT department as directed by line management
• Experience in utilising remote management tools to diagnose, investigate and resolve faults/consumable consumption/diagnose predictive parts (preferred but not essential)

Person Specification & Skills required:

• Excellent customer service and presentation skills
• Clear verbal and written communication skills
• Ability to work under pressure to specific SLA’s, to prioritise and multitask
• Awareness of the basic components that make up a PC
• Desire to continually enhance job knowledge and skills

40 Hours per week Monday to Friday, standard business hours