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1st Line IT Support

2 weeks ago

Warrington, United Kingdom United Living Group Full time

At United Living, our mission is to be the partner and employer of choice for designing, building, maintaining, and connecting communities and critical infrastructure to create a more sustainable and inclusive society.

We provide services to the water, energy, telecoms and social housing sectors across the UK.

Job Description

Overview

The experienced IT 1st Line Support Analyst will join a small but dynamic IT team dedicated to providing exceptional support in a fast-paced business environment.

The successful candidate will have prior experience in IT 1st Line support within a medium-enterprise sized business, demonstrating an ability to add value from the onset and will require the analyst to resolve the majority of incidents on a first-time fix basis.

This role is pivotal in maintaining a productive and efficient IT environment. The successful candidate will bring their expertise and enthusiasm to ensure the seamless operation of IT services, contributing significantly to the overall success of United Living Group.

Key Responsibilities

  • Provide 1st line technical support to United Living Group users, resolving IT incidents and service requests efficiently.
  • Manage and maintain Lenovo and Dell hardware including laptops, monitors, and related peripherals. Samsung and Apple mobile phones and tablets.
  • Support incidents and training requests related to the Microsoft 365 Platform, including Teams, ensuring seamless communication and collaboration.
  • Administer and troubleshoot Microsoft Teams and Logitech Video Conferencing platforms to facilitate virtual meetings.
  • Document and track all incidents and service requests using the company's IT service management system
  • Collaborate with the IT team to escalate more complex issues and ensure swift resolution.
  • Provide excellent customer service, ensuring users are kept informed of the status and progress of their requests.
  • Implement and adhere to IT policies, procedures, and best practices to maintain a secure and efficient IT environment.
  • Conduct regular system and hardware audits to ensure compliance with company standards.
  • Assist in the onboarding and training of new employees on IT systems and software.
  • Ensure that we maintain an inventory of IT assets and manage hardware lifecycle, including procurement, deployment, and disposal in conjunction in-line with our IT Asset Management processes.
  • Support the implementation of IT projects and initiatives, ensuring alignment with business objectives.
  • Provide expert support and troubleshooting for Microsoft Windows 11, ensuring optimal performance and user experience.

Metrics for Success

  • First-Time Fix Rate: High percentage of incidents resolved on the first attempt.
  • Response and Resolution Times: Meeting or exceeding defined service level agreements (SLAs) for response and resolution times.
  • User Satisfaction Scores: Positive feedback from users regarding the quality and efficiency of support received.
  • Incident and Request Volume: Ability to manage and resolve a high volume of incidents and service requests effectively.
  • Escalation Rate: Low percentage of incidents that require escalation to higher support levels.
  • Compliance with Policies: Adherence to IT policies, procedures, and security protocols.
Qualifications

Core Competencies

  • Technical Proficiency: Strong knowledge of Lenovo and Dell hardware, Microsoft 365 Platform, Logitech Video Conferencing tools, and extensive knowledge of Microsoft Windows 11.
  • Problem-Solving Skills: Ability to diagnose and resolve technical issues efficiently, often on the first attempt.
  • Customer Service Orientation: Excellent communication skills to understand user needs and provide timely updates and solutions.
  • Team Collaboration: Ability to work effectively within a small team, sharing knowledge and supporting colleagues as needed.
  • Adaptability: Flexibility to manage multiple tasks in a fast-paced environment and adapt to changing priorities.
  • Documentation Skills: Proficiency in documenting incidents, service requests, and solutions for future reference.
  • Attention to Detail: Ensuring all work is completed accurately and to a high standard, minimising the risk of recurring issues.
  • Qualifications and Experience

Proven experience as an IT 1st Line Analyst in a medium to enterprise sized organisation.

  • Excellent troubleshooting and problem-solving skills.
  • Outstanding customer service and communication abilities.
  • Ability to work independently and as part of a team.
  • Certifications such as CompTIA A+, Microsoft Certified: Fundamentals, or equivalent are required.
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