1st Line IT Support Analyst

2 weeks ago


England, United Kingdom Hays Technology Full time

First-Line IT Support:
Take ownership of customer incidents or service requests and see them through to resolution.
Monitor support ticket queues, ensuring timely action in line with service level agreements (SLAs).
Maintain accurate support tickets and provide daily progress updates to clients.
Escalate incidents or service requests that cannot be resolved by the Service Desk.
Create a positive impression by building rapport with customers, focusing on their business needs, and delivering exceptional service.
Complete service requests promptly.
Manage Active Directory, end-user devices, Office 365, and business applications.
Demonstrate expertise in IT infrastructure, desktop systems, and business applications.
Span technical knowledge across various versions of MS Windows, basic TCP/IP networking, Citrix, and all MS Office versions, including Office 365.
Skills & Experience:The successful candidate will exhibit the following qualities:
Polished telephone manner, active listening, and empathy skills.
Collaborative team player who supports colleagues.
Familiarity with service management toolsets (e.g., ServiceNow) and best practices (ITIL).
Proven experience in IT infrastructure, desktop systems, and business applications.
Quality and Consistency:
Ability to follow processes, policies, procedures, and guidelines to maintain consistent service quality.
Demonstrated success working in a Service Desk role.
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