1st Line Support Analyst

2 weeks ago

Bristol, United Kingdom Chorus Global Ltd Full time
  • Engage with customers via multiple channels (including phone, email, chat and service portal), providing efficient and effective customer service to our customer’s end users and other key stakeholders
  • Act as the first point of contact for technical service requests and incidents
  • Create, prioritise and assign tickets within the company IT Service Management platform, and maintain accurate records across a service ticket lifecycle
  • Prioritisation and active management of all allocated tickets, ensuring resolution within agreed customer SLA’s and associated targets
  • Provide exemplary service to the customer ensuring high personal and organisational customer satisfaction scores are maintained
  • Provide 1st line diagnosis and resolution of incidents and requests, achieving a first contact resolution rate of at least 70% and a first time fix rate of at least 90%
  • Accurately determining tickets that require escalation, and providing all necessary handover notes in accordance with standard operating procedures
  • Maintain a ticket closure rate of 25 per day
  • Identify potential problems in accordance with the company Problem Management processes
  • Develop a good understanding of our client base whilst building and maintaining good client relationships
  • As a member of an ISO Compliant organisation there is a requirement to follow Chorus company policies, procedures, and guidelines for both Quality Management and Information Security Management Systems in place. As a Chorus employee you will have access to various company and client assets and will be required to maintain the level of security as identified by each asset.
  • Comply with all relevant legislative and legal requirements, including industry regulations, employment law, Data Protection and Health and Safety.
  • Demonstrate behaviours that promote our values.
  • Undertake any other duties as reasonably requested.

    Personal Specification

    Required:

    • Previous experience of providing IT support at 1st line level
    • Exemplary customer service and problem solving skills
    • Experience of administering and supporting the latest Microsoft technologies
    • Strong troubleshooting skills with Microsoft Office issues
    • The ability to build, configure, administer and support all versions of Windows desktop operating systems
    • Active interest in technology and how it can impact business operations
    • Team player with good interpersonal and communication skills
    • Positive attitude with a ‘can do’ approach
    • Ability to remain calm in a pressured environment
    • Reliable, good work ethic and willingness to learn

      Desired:

    • Experience in a similar service desk environment, ideally for a managed service or support services provider
    • Knowledge of server operating systems, Active Directory, Group Policy and network architecture (DNS, DHCP, TCP/IP) with an active interest in other networking services
    • Knowledge or MS Azure services and offerings
    #J-18808-Ljbffr

  • IT Support 1st Line

    1 month ago

    Bristol, United Kingdom Moon Executive Search Full time

    Opportunity for a 1st Line IT Technical Analyst for an IT MSP, based south Bristol - 1st Line Technical Analyst - South Bristol - Office based - IT MSP - Sal DOE + Bonus - Looking to appoint ASAP You will need good knowledge of IT and networks and be proficient in the use and support of: Microsoft office/client/servers/exchange, AD, DNS, DHCP This is a...

  • 1St Line Support Analyst

    2 days ago

    Bristol, United Kingdom Tria Recruitment Full time €25,000

    IT Support Analyst Circa £25,000 Bristol - Hybrid We are representing a managed service provider specialising in Microsoft technologies. They are looking for an IT Support Analyst to help provide 1st line technical support to their customers. As an IT Support Analyst you will perform remote support to customers through a ticketing system, resolving...

  • IT Support 1st Line

    1 month ago

    Bristol, United Kingdom Moon Executive Search Full time

    Opportunity for 1st Line Technical Analysts for IT MSP based Yate, North Bristol Ideally from an Technical or IT MSP background, you will need to have working knowledge of - Active Directory & Office 365 Admin. Looking to appoint asap

  • Helpdesk Support

    3 days ago

    Bristol, United Kingdom TRIA Full time €25,000

    IT Support Analyst Circa £25,000 Bristol - Hybrid - onsite 3x per week We are representing a managed service provider specialising in Microsoft technologies. They are looking for an IT Support Analyst to help provide 1st line technical support to their customers. As an IT Support Analyst you will perform remote support to customers through a...

  • 1st / 2nd Line Support Analyst / Help Desk Analyst

    2 weeks ago

    Bristol, United Kingdom H2R Selection Ltd Full time

    IT Helpdesk Analyst Our client, a fantastic law firm, has an exciting opportunity for an IT Helpdesk Analyst to join their team! Experience in a 1st line support role, ideally within professional services, but not essential. * Technical support: IT HelpDesk, asset management (including laptops and mobile devices) and technical training * Private...

  • 1st/3rd Line Support Analyst, Windows, Networking

    2 days ago

    Bristol, United Kingdom Tria Recruitment Full time €25,000

    IT Support Analyst Bristol - Hybrid We are representing a managed service provider specialising in Microsoft technologies. They are looking for an IT Support Analyst to help provide 1st line technical support to their customers. As an IT Support Analyst you will perform remote support to customers through a ticketing system, resolving incidents...

  • IT Support Engineer

    3 days ago

    Bristol, United Kingdom Luton Bennett Full time €23,500 - €26,500

    IT Support Engineer (1st Line) jobs in Bristol #Job No. TW625. Location: Bristol £23.5k - 26.5k per year + Benefits Type: Permanent Job Description: IT Support Engineer (1st Line Support) Bristol Monday to Friday £23,500 to £26,500 + Benefits Package IT Support Engineer (1st Line) required by a really stable & innovative IT MSP (Managed Service...

  • 1st Line Support Engineer

    3 days ago

    Bristol, United Kingdom Searchability Full time

    **1st/2nd Line Support Engineer - Windows / Office365 / Active Directory / MS SQL** **BRAND NEW EXCITING OPPORTUNITY WITHIN A RAPID EXPANDING IT TEAM WITHIN THE BEST OFFICES IN BRISTOL!!** - Hybrid Working Model - Salary up to £35,000 DOE - Windows / Active Directory / Office365 Based in Bristol, we are an established software house who are seeking to...

  • 1st Line Support Tech

    4 weeks ago

    Bristol, United Kingdom RedRock Consulting Full time

    1st, 2nd Line Support Engineers (Reading based, DO NOT APPLY IF YOU ARE BASED OUSTIDE BRISTOL / UNABLE TO RELOCATE TO BRISTOL) A successful Managed Service Provider based in the South-West. Due to numerous clients recently being onboarded onto their services, there has become an increased demand for Support Engineers of all levels. Service Desk / 1st...

  • 1st Line Support Tech

    2 weeks ago

    Bristol, United Kingdom RedRock Consulting Full time

    Job Description 1st, 2nd Line Support Engineers (Reading based, DO NOT APPLY IF YOU ARE BASED OUSTIDE BRISTOL / UNABLE TO RELOCATE TO BRISTOL) A successful Managed Service Provider based in the South-West. Due to numerous clients recently being onboarded onto their services, there has become an increased demand for Support Engineers of all levels. ...

  • 1st Line Support Tech

    4 weeks ago

    Bristol, United Kingdom RedRock Consulting Full time

    1st, 2nd Line Support Engineers (Reading based, DO NOT APPLY IF YOU ARE BASED OUSTIDE BRISTOL / UNABLE TO RELOCATE TO BRISTOL) A successful Managed Service Provider based in the South-West. Due to numerous clients recently being onboarded onto their services, there has become an increased demand for Support Engineers of all levels. Service Desk / 1st...

  • 1st Line Support Engineer

    1 month ago

    Bristol, United Kingdom Fusion People Ltd Full time

    Fusion People are currently recruiting for a 1st Line Support Engineer to join our client in North Bristol. This company is an internationally recognised construction and utility business that has an excellent reputation. **Typical duties include, but not limited to**: - 1st line analysis and resolution of reported issues - Configure and deploy laptop and...

  • 1st - 2nd IT Line Support Analyst

    2 weeks ago

    Bristol, United Kingdom ISR Recruitment Full time

    Our client is looking for a First Line Support Analyst who is technically skilled and has high customer service skills. Personality and attitude key to this position, you will be the face of the IT department and being able to work with people is crucial. Experience within an IT support or First Line Support role would be beneficial Knowledge of Windows...

  • 1st - 2nd IT Line Support Analyst

    1 week ago

    Bristol, United Kingdom ISR Recruitment Full time

    The Opportunity: Our client is looking for a First Line Support Analyst who is technically skilled and has high customer service skills. Personality and attitude key to this position, you will be the face of the IT department and being able to work with people is crucial. Experience within an IT support or First Line Support role would be beneficial ...

  • 1st Line Support Engineer

    1 month ago

    Bristol, United Kingdom Fusion People Ltd Full time

    Fusion People are currently recruiting for a 1st Line Support Engineer to join our client in North Bristol. This company is an internationally recognised construction and utility business that has an excellent reputation. **Typical duties include, but not limited to**: - 1st line analysis and resolution of reported issues - Configure and deploy laptop and...

  • 3rd Line Support Analyst

    5 days ago

    Bristol, Bristol, United Kingdom Digital Waffle Full time

    Job Title: 3rd Line Support AnalystSalary: Up to £38k DOELocation: BristolMy client, a fantastic Law Firm is looking for a 3rd Line Support Analyst to join their growing team This is a fantastic opportunity for the right candidate to join their team as the business is growing This role offers fantastic progression internally, in addition to fantastic perks...

  • Graduate 1st Line Helpdesk Support Engineer

    1 month ago

    Bristol, United Kingdom Davanti Solutions Ltd Full time

    **Graduate 1st Line Helpdesk Support Engineer** **Bristol** **Salary: £25,000** **Role**: As Graduate 1st Line Helpdesk Support Technician you will provide 1st line technical support across the organisation including troubleshooting. **Must have some experience of working on an IT Helpdesk.** **Skills/Experience required**: *Degree educated *1st line...

  • 1st Line Customer Support Agent

    3 days ago

    Bristol, United Kingdom Pertemps Network Group Full time

    **Job Description**: **Job Title** - 1st Line Customer Support Agent **Salary** - £27,000 (Depending on experience) **Location**: - Emerson's Green, Bristol **Working Hours**: - Permanent, Full Time 37 hrs per week + Call Rota **Hours Breakdown**: - Mon - Thu 0900-1700 with 30 min lunch and Fri 0900-1630 (all days with 30 min unpaid lunch). Plus, On Call...

  • 1st Line Support

    1 month ago

    Bristol, United Kingdom Spectrum IT Recruitment Full time

    IT Service Desk Analyst - 2nd line IT Service Desk Analyst required to join a growing telecommunication solutions provider based in Bristol with multiple offices across the UK. As an IT Service Desk Analyst, you will be responsible for the day-to-day analysis and resolution of incidents and requests, ensuring that SLAs are met. 3+ years technical...

  • 1st Line Support

    7 days ago

    Bristol, United Kingdom Jiyu Consulting Ltd Full time

    Bristol/Bath base firm is looking for 1st line support engineer . This is an ideal opportunity for someone who wants to grow their career and learn new technologies. The successful IT support professional will be the first point of contact for IT support, logging and assigning incidents on the helpdesk system and providing help to those that need it. Your...