1St Line Support Analyst

IT Service Desk - 1st Line Support Analyst
Reports To: 1st Line Team Leader
Location: ISO, Norwich
Hours of Work: Mon-Fri 8 am-6 pm (Rota)
Salary: £23k 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 multiple individual businesses and over 1500 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 and demonstratable customer service skills with an aptitude for technology.

Duties

Include but not limited to:
* Receiving and handling requests for service, following agreed procedures and SLAs, accurately and to a high quality originating from our portal, 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 8 am to 6 pm 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
* MS Teams
* Defender
* iOS / iPhones / iPads
* Go To Assist, GoToMyPc
* Sharepoint

Apply now. Come join us.