1st Line Support Analyst
On-site: Wilmslow
Salary: £23,000 Per Annum

The Role
The IT Service Desk is the single point of contact for all IT services, requests, and incidents. The IT Service Desk is a busy, dynamic, fast-paced team, servicing 6 individual businesses and over 1000 colleagues.

You should have excellent customer service skills and broad knowledge of IT. Be confident, friendly and approachable with a good telephone manner and able to communicate with staff who have varying IT Knowledge. Having an eye for detail and accuracy is essential.

You will have 1-2 years experience within IT service desk or demonstratable customer service skills with an aptitude for technology.

Duties
Include but not limited to:
* Receives and handles requests for service, following agreed procedures and SLA, accurately and to a high-quality originating from our portal, e-mails, telephone, and face-to-face.
* Logs incidents and service requests and maintains relevant records:
o Identifies and classifies incident types and service interruptions
o Records incidents cataloguing them by symptom and resolution
* Provide 1st line technical support
* Acting as customer liaison and delivering an excellent customer experience
* Take ownership of user requests and be proactive when dealing with user issues
* Providing updates to the customer on the progression of their call
* Administration of required systems and documentation
* Liaising with 2nd and 3rd line support teams and 3rd party / vendor support teams
* Escalating calls where necessary, monitoring 2nd and 3rd line SLA's
* Maintain the IT asset register
* You will be required to travel to other offices as and when required
* Support hours are currently 8am to 6pm Monday to Friday, with a shift rota.

Skills
* Telephone and face-to-face customer service skills
* Empathy and understanding of customer needs
* Effective organisation and time management skills
* A good technical understanding of computers, networks and communications systems
* Exceptional attention to detail
* Ability to work accurately under pressure
* Excellent communication and interpersonal skills

Technologies
Knowledge and experience in the following will be advantageous.
* Knowledge of Windows 10, M365 & Active Directory
* ITSM Tools
* MS Outlook
* MimeCast
* iOS / iPhones / iPads
* Go To Assist, GoToMyPc

Interested in finding out more? Hit Apply now