1st Line Support Analyst

1st Line Support Analyst

Job Description

leading organisation specialising in IT Solutions and Technology are looking for a 1st Line Support Analyst to join their growing IT Support team. This organisation are looking for a candidate who has a strong desire to progress and expand their IT Support skillset via official accreditations and additional training. Acting as the focal point of contact, the 1st Line Support Analyst will provide solutions to all incidents via service requests and live chat. You will ensure the highest level of customer service is provided and have a commitment to achieving SLA targets.

Key Responsibilities:

  • Act as a first point of contact for IT issues and queries via inbound calls, emails and webchat
  • Remote monitoring of hardware and technical troubleshooting on site
  • You will be required to respond within agreed SLAs
  • Ensuring the highest level of customer service is provided
  • Provide regular input from your troubleshooting experience to improve company procedures
  • Take ownership of customer problems

Experience Required:

  • Experience within a similar role
  • Experience in a customer focused role
  • Working knowledge of Microsoft Office 365 and Windows Applications
  • Ability to work in a proactive way in a fast-paced environment
  • Strong accuracy and organisation skills
  • Excellent written and communication skills
  • Basic understanding of ITIL framework

Benefits include and are not limited to:

  • Excellent official training and progression opportunities
  • Unlimited annual leave
  • Flexible working options
  • Quarterly social events
  • Private medical cover
  • Pension scheme

Next Steps? If you would like to know anything more about this role or even just want to hear what other IT Support/Infrastructure positions I have that may also be a good match for you then please apply to this advert / or catch me on LinkedIn “Hayley Bee”

You must be fully eligible to work in the UK to apply to this position and be able to travel into office on occasion


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