1st Line Support

Found in: Jooble UK C2 - 2 weeks ago

Bolton Greater Manchester, United Kingdom K3 Capital Group Plc Full time

The IT Service Desk Analyst (ITSDA) will play a crucial role in providing technical assistance and support to end-users, ensuring smooth and efficient operation of their computer systems and applications. You will be responsible for diagnosing and resolving hardware and software issues, servicing IT requests and ensuring IT processes and polices are adhered to and escalating more complex problems when necessary whilst delivering exceptional customer service to our internal users. You will aim to provide excellent customer service, solving technical challenges, and contributing to a collaborative IT team.
Technical Support - Provide first-line technical support to end-users via phone, email, or in-person. Diagnose and troubleshoot hardware, software, and network-related issues. Incident Management - Log and track incidents in the service desk ticketing system. Ensure timely resolution of issues and adherence to service level agreements (SLAs).
Customer Service - Deliver excellent customer service by actively listening to users and empathising with their concerns. Provide user training and support for various applications and technologies.
Collaboration: - Collaborate with other IT teams and Service Providers to resolve complex technical issues. Problem Management- Monitor and report on recurring issues to help identify root causes and prevent future incidents. Bachelor's degree in Information Technology, Computer Science, or related field preferred, or equivalent work experience. ITIL foundation qualification would be a bonus.
Previous experience in a service desk or technical support role is essential (2 year's experience or more is desirable).
Proficient in troubleshooting Windows operating system, with familiarity with M365, Active Directory, and basic networking concepts.
Knowledge of remote desktop tools and IT Service Management tools would also be an advantage.

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