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- Tasks: Provide IT support via phone, email, and live chat for various tech issues.
- Company: Join a FTSE 250 company with a dynamic IT team.
- Benefits: Competitive salary, 25 days holiday, healthcare plans, and career development.
- Why this job: Kickstart your IT career and solve real-world tech problems every day.
- Qualifications: Strong communication skills and a passion for technology.
- Other info: Flexible working hours and opportunities for professional growth.
The predicted salary is between 30000 - 42000 £ per year.
This is an excellent opportunity to join a FTSE 250 company working in their busy IT team. This role could suit someone who has a strong desire to work in IT with a proven aptitude in this area or someone with 12 months + experience, looking to expand their experience.
As a 1st Line Service Desk Analyst, you'll be the first point of contact for all IT support queries, providing prompt, knowledgeable assistance across hardware, software, network, and application issues. You'll work closely with 2nd and 3rd Line Support, Infrastructure, Application Support, and Cyber Security teams to deliver fast, effective resolutions and contribute to continuous improvement across the IT environment.
Operating Monday-Friday, 07:00-19:00, the Service Desk leverages ServiceNow to log, track, and resolve incidents, aiming to resolve 65% of issues at first contact. You will need to be prepared to work on rotating shifts, week one starting at 7am and finishing earlier and week 2 starting later and finishing at 7pm, Monday to Friday only.
Your role:
- Provide professional support via phone, email, and live chat, troubleshooting end-user IT issues across Windows, Office 365, printers, networks, and business-critical applications.
- Resolve technical incidents efficiently, using internal knowledge bases and documented procedures, escalating complex issues to the correct 2nd/3rd Line teams.
- Accurately log, update, and close tickets in ServiceNow, ensuring clear documentation of troubleshooting steps and resolutions.
- Support Active Directory, Azure accounts, Windows 11 administration, and basic networking.
- Contribute to knowledge base improvements, documenting recurring issues and best practice solutions.
- Maintain KPIs for resolution times, customer satisfaction, and first-contact resolution rates.
- Assist with minor hardware/software deployments, account management, and configuration tasks as required.
What We're Looking For
Essential:
- Strong communication skills and a customer-first approach.
- Natural problem solver, able to stay calm under pressure.
- Technical curiosity and proactive learning attitude, particularly in Windows 11, Active Directory, Azure, and Office 365.
- Ability to research undocumented issues and update knowledge base articles.
Desirable:
- 12-18 months of 1st Line IT Support or Service Desk experience.
- Experience providing remote and in-person support across a range of devices and platforms.
- Familiarity with MS Teams, MDM, Zscaler, Mimecast, basic networking/Wi-Fi troubleshooting.
- CompTIA A+ or equivalent IT qualification.
Benefits:
- Competitive salary plus annual discretionary bonus.
- 25 days' holiday with buy/sell flexibility.
- Pension matching, healthcare plans, life assurance, and retail discounts.
- Flexible benefits package, Employee Assistance Programme, and Digital GP service.
- Paid volunteering days and referral bonuses.
- Career development opportunities within a fast-growing, technology-driven business.
First Line IT Support in Reading employer: Focus Resourcing
Contact Detail:
Focus Resourcing Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land First Line IT Support in Reading
✨Tip Number 1
Get your tech skills sharp! Brush up on Windows 11, Active Directory, and Office 365. The more you know, the better you'll impress during interviews.
✨Tip Number 2
Practice your communication skills. As a Service Desk Analyst, you'll need to explain tech stuff in simple terms. Try role-playing with a friend to get comfortable!
✨Tip Number 3
Network like a pro! Connect with current IT support professionals on LinkedIn or at local meetups. You never know who might have a lead on your dream job.
✨Tip Number 4
Apply through our website! We love seeing candidates who are proactive. Plus, it’s a great way to show your enthusiasm for joining our awesome IT team.
We think you need these skills to ace First Line IT Support in Reading
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience and skills that match the job description. We want to see how your background aligns with the role of a 1st Line IT Support, so don’t be shy about showcasing your technical curiosity and problem-solving abilities!
Craft a Catchy Cover Letter: Your cover letter is your chance to shine! Use it to express your passion for IT and why you’re excited about joining our team. We love seeing candidates who can communicate their customer-first approach and eagerness to learn.
Show Off Your Communication Skills: As a Service Desk Analyst, strong communication is key. In your application, demonstrate how you’ve effectively communicated with customers or colleagues in the past. We’re looking for those who can stay calm under pressure and provide professional support.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy to do – just follow the prompts and submit your details!
How to prepare for a job interview at Focus Resourcing
✨Know Your Tech Basics
Brush up on your knowledge of Windows 11, Active Directory, and Office 365. Be ready to discuss how you've used these tools in the past or how you would troubleshoot common issues. This shows your technical curiosity and proactive learning attitude.
✨Practice Your Communication Skills
As a Service Desk Analyst, you'll need to communicate clearly and effectively. Practice explaining technical concepts in simple terms, as if you're talking to someone who isn't tech-savvy. This will help demonstrate your customer-first approach during the interview.
✨Familiarise Yourself with ServiceNow
Since you'll be using ServiceNow to log and track incidents, it’s a good idea to familiarise yourself with its interface and functionalities. If you have experience with similar ticketing systems, be prepared to discuss that too!
✨Show Your Problem-Solving Skills
Think of examples where you've successfully resolved IT issues, whether in a professional setting or during personal projects. Be ready to walk through your thought process and how you approached each problem, highlighting your ability to stay calm under pressure.