1st Line Support

2 weeks ago


Brighton, Brighton and Hove, United Kingdom Hays Specialist Recruitment Limited Full time
IT Service Desk Analyst - 1st line| Remote Up to £21,000 DOE
(Please note I am currently not working on any roles that can offer sponsorship in the UK)
Your new role
To offer first-line technical assistance to employees, volunteers, and third-party cooperation organisations.

Key responsibilities:

  • To improve the client experience, respond to coworkers as soon as possible.
  • Pay close attention to what coworkers say while gathering important details.
  • Accurately capture and track interactions with coworkers, and be able to obtain and amend information to support management reports.
  • Keep secret and confidential any sensitive information.
  • Maintain best practises for effective communication with coworkers by working with management.
  • Look for ways to limit the amount of work that colleagues must do (especially monotonous, lowvalue work), and if necessary, produce user manuals and support materials for them.
  • Identify operational hazards and raise awareness with supporting evidence during team meetings.
  • Have regular meetings with the team leader and share your thoughts on how to enhance the team's response times and customer service culture.
  • Whenever possible, make sure that incoming Service Desk tickets are raised accurately and allocated to the appropriate support team.
  • Offer firstline remote assistance to coworkers, volunteers, and thirdparty collaboration organisations.
  • Based on the urgency and impact on the business, prioritise and manage numerous tickets at once.
  • Passing along incidents to second
- and third-line Service Desk analysts and other technical teams around the organisation

  • Create and maintain knowledge base articles to aid in the growth of the Service Desk Knowledge Base.
  • Continue to look for ways to improve reliable service delivery.
What you'll need to succeed

  • Strong interpersonal skills.
  • A strong focus on providing excellent customer service and the capacity to ask insightful questions to elicit crucial information
  • Knowledge of how to assist clients in a busy service desk or clientfacing setting
- .The capacity to methodically and systematically troubleshoot low-level PC hardware and software issues.

  • Understanding of computing devices, such as thin clients, desktops, laptops, tablets, and smartphones (iPhone and Android).
  • Working knowledge of widely used operating systems, such as Windows 10, Microsoft Exchange 2013, Active Directory, Azure, and Office 36
  • Support knowledge of webbased programmes including Office 36
  • The capacity to set priorities, adhere to time constraints, and maintain composure under stress.
  • The capacity to defuse potentially tense situations and maintain composure and reason when interacting with difficult coworkers.
What you'll get in return

  • 37.5 Hours per week
  • 25 days annual leave
  • Pension Scheme
  • Fully Remote / Flexible working


If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career.


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