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Job description

Due to ongoing growth, my client is looking to add to their team in the form of a 1st Line Technical Support Analyst. My client are a provider of managed IT services and cloud computing solutions to businesses across the country.

Within this role, your main focus will be providing 1st line support to clients. This role is perfect for someone just starting their career who's looking to progress with a reputable company.

Along with your excellent communication skills you will be a natural problem solver who is able to think on their feet, adapting your communication style depending on the technical ability of those you are engaging with.

Responsibilities

As a service desk technician, you will be responsible for managing the first point of call for clients requesting IT support. You will then attempt to fix the issue by following the steps and procedures that are provided before escalating the issue to second line support if all options have been exhausted. You will be working with a close-knit service desk team and report to the service desk manager.

Daily Activities

• Answering the phone/responding to emails for clients requesting IT support.


• Providing first line IT support to clients.


• Managing ownership of a ticket from start to finish.


• Managing SLA’s and customer expectations.

Skills

• A strong ability to communicate.


• Microsoft 365 administration and understanding.


• Ability to offer remote IT support.


• Able to complete basic network troubleshooting.


• Fundamental skillset in our software tools.

The Person

• Previous experience in an IT support role. (1 year)


• Strong communications skills verbal and written.


• Ability to use initiative in supporting and mentoring others.


• A natural problem solver who has a desire to support and help others who are less technical.


• A customer focused approach, always putting the customers’ needs first.


• Ability to work in fast paced environment and keep calm.


• A team player who Is able to work and communicate at all levels.

Salary & Benefits:

This role offers up to £21,000 per annum. Fantastic progression opportunities are on offer, free onsite parking, your birthday off and many more!

Job Types: Permanent, Full-time

Salary: £21,000.00 per year

Benefits:

• Company pension


• Store discount


• Transport links

Schedule:

• 8 hour shift


• Day shift


• Monday to Friday


• No weekends

Work Location: In person