1st Line IT Support Analyst
4 weeks ago
Ever thought about being the front-line hero in IT support?
You'll have the opportunity to kick-start your IT career as a 1st Line Support Analyst, providing technical excellence and support services to valued clients.
- You'll be the first point of contact, triaging tickets and answering calls promptly to ensure swift customer service.
- You'll work in a dynamic environment, gaining exposure to diverse IT challenges and escalating complex tasks to higher-level engineers.
- You'll be an integral part of a collaborative team, contributing to the achievement of service level agreements and ensuring customer satisfaction.
If you're interested in this opportunity, apply here
Responsibilities
- Provide initial triage of tickets raised by customers
- Answer calls in a timely manner from customers calling the service desk
- Assign tickets to other technology queues for 2nd and 3rd-line engineers
- Troubleshoot and resolution of incidents and service requests that are raised with the service desk to ensure a high level of customer service is delivered
- Assist server and network engineers with more complex tasks
- Own requests and provide functional escalation to the management team, the customer and 3rd party supplier resolver groups so that service level agreements can be met daily
- Provide end-to-end ticket management to ensure customers are kept updated on the progress of their requests.
- Follow documented customer-specific procedures
- Classification and prioritisation of requests in line with Incident and Service Request Management processes to ensure requests are dealt with effectively and efficiently
- Strong attention to detail - the ability to achieve thoroughness and accuracy when accomplishing all tasks, such as troubleshooting an issue or implementing a change
- Maintain an understanding of applicable technologies to contribute to a higher level of first-time fix rates
- Work in a shift pattern with start times of either 07:00, 09:00 or 09:30 depending on business needs
Experience & Skills
- The ability to diagnose and troubleshoot IT-related issues
- Diligent documentation and ticket management
- Authority and confidence to deliver support to customers within specific technology disciplines
- Customer service skills and the ability to communicate with people of various technical levels
- An ability to work and learn in a fast-paced environment
- Good organisational and time management skills
- Willingness to learn and adapt to business requirements
Salary Details
- £25,000
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