1st Line IT Support Analyst

4 months ago

Brighton, United Kingdom Vero Screening Full time

**1st Line IT Support Analyst**

**What we do**

A key part of the recruitment and onboarding process for our clients, employment screening is a complex and ever-changing discipline with both a global and local dimension. It's about helping our clients manage their exposure to risk, protect their reputation and embed a positive working environment and culture at the heart of their business.
**Who we are**

**About you**Are you looking to begin a career in IT service support? If so, this role will give you hands-on experience and responsibility for the setup and maintenance of our devices and network systems. Playing a crucial part in enabling the business to operate and deliver to our clients.
This 1st line role is essential to our IT support provision, acting primarily as the initial point of contact for support requests from staff and escalating within the IT support team. Good customer service skills and a good understanding of computers are essential in this role.

**Role Responsibilities/ Accountabilities**
- Answering incoming calls for all 1st line IT issues from across the business.
- Have a sympathetic and understanding approach to all requests.
- Produce any follow up actions and escalate as necessary within the business.
- To maintain a high degree of customer service for all support queries and adhere to all service management principles and SLA.
- To arrange for external technical support where problems cannot be resolved in house.
- To take ownership of user problems and be proactive when dealing with user issues.
- Support users in the use of Computer equipment as and when needed.
- To log all calls on the Service Desk call logging system and maintain full documentation.
- To allocate more complex service issues to the more senior IT support staff when needed.

**Competencies and Qualifications**:

- Basic understanding of PC hardware set-up and configuration.
- Excellent telephone manner and face to face communication skills.
- Knowledge of Microsoft based operating systems with an emphasis on Windows desktop technologies (Windows 10/11);
- Experience using and troubleshooting Microsoft Office (MS Word, Excel, and PowerPoint).
- Customer support or customer services experience highly beneficial.
- Microsoft/CompTIA/IT certifications would be beneficial but is not essential

Work experience in a similar role such as helpdesk support or customer service is beneficial but not essential so long as you meet the above criteria.

**The important basics**

A basic criminal record check with DBS will be required for all successful applicants, having a criminal record will not necessarily bar you from working with us. This will depend on the nature of the position and the circumstances of your offences.

Location: Brighton, East Sussex (Currently a mix of office and remote working)

**Job Type**: Full Time, Permanent

**Salary**: £22,000-£26,000 per annum, based on experience
Benefits: Healthcare, pension, local discounts, and 22 days (rising to 25 days) annual leave plus bank holidays

You may have experience of the following: IT Support Engineer. Support Technician, Service Desk Engineer, 1st line support technincal, IT Service Desk, etc

REF-207 363

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