1st Line IT Support Analyst

1 day ago

Perth, United Kingdom Think Staffing Full time

1st Line IT Support Analyst

Role will be based in Perth, Scotland. Working with a hybrid setup. Tuesday and Wednesday in the office, Monday Thursday Friday at home. 2 Alternating Shift Patterns - 8.30am-4.30pm; 9.00am-5.30pm

This employer offers training opportunities to their staff and long-term employment.

Applicants must have some relevant IT experience and have excellent communication skills to be considered for interview.

Role Overview:

This role is the central point of contact for all 1st Line IT related incidents and service requests, supporting customers across multiple sites.

The 1st Line Support Analyst will provide the initial support and triage for new and on-going incidents by phone, e-mail, self-service portal, chat and in person (for walk-in customers); for reported incidents, as well as handling service request fulfilment; whilst ensuring a high level of customer service.

Overall purpose of the role:

* The 1st Line Analyst will be expected to complete the initial triage & diagnosis of incidents and requests, resolving where possible or escalating to the appropriate support teams and third party suppliers, as necessary.

* The role will involve supporting and provisioning software applications as well as hardware including desktops, laptops, assorted input/output devices, network devices & smart-devices.

* Where 3rd party suppliers are involved the analyst will be expected to liaise between the supplier and the end customer, providing regular progress updates as well as managing the customers’ expectations.

* The First Line Support Analyst should ensure that all incidents and requests are logged and actioned where possible, in accordance with established IT processes and procedures within the agreed response and fix SLA’s.

* The analyst will be involved in service request fulfilment, arranging for new equipment to be ordered and delivered either to the customer directly or to an IT centre prior to being configured and then sent on to the customer. Some service requests will be completed by the First Line Support analyst, others will need to be passed onward to the relevant specialist team for completion.

Knowledge & experience required:

* Strong knowledge of Microsoft operating systems and products, with an emphasis on Windows 10, as well as Microsoft Office 365

* Basic knowledge of ITIL – or relevant 1st Line work experience

* Knowledge of iOS, Android mobile operating systems

* Basic IT knowledge & troubleshooting skills

* Excellent customer service skills and exceptional telephone manner

* Confident, friendly communication skills on all levels

* Excellent organisational skills

* Have a friendly approach and a strong sense of team

* Must have strong problem-solving skills

* Ability to work well to deadlines and under pressure

* Experience of working in a busy environment, to targets and within timescales

* Full UK Driver’s license

Salary;

Basic salary c£25,000 dependant on experience

2 Alternating Shift Patterns - 8.30am - 4.30pm; 9.00am - 5.30pm with some flexibility in working hours to complete work or to work out of hours when required. Over time is paid.

If you are interested in this position and you have the relevant skills / experience, please contact Jan by sending your CV in the first instance. Full job brief is available on request.

Recruitment Consultancy – Think Staffing

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