1st Line IT Support Analyst - Microsoft Gold Partner

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!ResponsibilitiesProvide initial triage of tickets raised by customersAnswer calls in a timely manner from customers calling the service deskAssign tickets to other technology queues for 2nd and 3rd-line engineersTroubleshoot and resolution of incidents and service requests that are raised with the service desk to ensure a high level of customer service is deliveredAssist server and network engineers with more complex tasksOwn 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 dailyProvide end-to-end ticket management to ensure customers are kept updated on the progress of their requests.Follow documented customer-specific proceduresClassification and prioritisation of requests in line with Incident and Service Request Management processes to ensure requests are dealt with effectively and efficientlyStrong attention to detail - the ability to achieve thoroughness and accuracy when accomplishing all tasks, such as troubleshooting an issue or implementing a changeMaintain an understanding of applicable technologies to contribute to a higher level of first-time fix ratesWork in a shift pattern with start times of either 07:00, 09:00 or 09:30 depending on business needsExperience & SkillsThe ability to diagnose and troubleshoot IT-related issuesDiligent documentation and ticket managementAuthority and confidence to deliver support to customers within specific technology disciplinesCustomer service skills and the ability to communicate with people of various technical levelsAn ability to work and learn in a fast-paced environmentGood organisational and time management skillsWillingness to learn and adapt to business requirementsSalary Details £25,000
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