1st Line Service Desk Analyst

4 weeks ago


London, United Kingdom vertex-it-solutions Full time

This role requires an individual who can:

  • Act as the first point of contact for our clients’ IT requests and issues via phone, ticketing system and email.
  • Diagnose and resolve 1st line assigned tickets within target resolution times.
  • Accurately classify and log tickets, keeping detailed ticket notes throughout the lifecycle of a ticket
  • Always provide excellent customer service and an excellent customer experience.
  • Conduct personal queue and ticket triage to prioritise and manage your workload, escalating as and when required using internal processes.
  • Liaise with partners and third-party vendors to resolve customer issues.
  • When allocated, perform the dispatch role, allocating inbound emails requests and balancing the workloads of other technicians.

Knowledge, Skills & Experience Required:

  • Superb customer service, telephone and client facing skills.
  • Previous experience providing IT support.
  • Strong skills in troubleshooting and resolving Windows OS & Microsoft Office issues.
  • Some experience of administering and supporting Active Directory, Group Policy, DNS, Office 365, and SharePoint
  • An understanding of and keen interest in networking technologies
  • The ability to build, configure, administer, and support Windows devices (laptops, desktops etc)
  • Excellent verbal and written communication and the ability to communicate with others to determine their needs and explain complex issues to differing skill levels.
  • Being able to demonstrate a passion and commitment to learning new technologies either by ongoing certifications or personal interest projects.
  • Excellent team player but with the capacity to be strongly self-motivated.
  • Ability to deal with difficult or demanding situations in a calm and professional manner.


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