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For Companies At a Glance
- Tasks: Provide technical support and service delivery to government and law enforcement customers.
- Company: Join a dynamic team delivering 24/7 IT support in a fast-paced environment.
- Benefits: Earn £18 per hour with flexible rotating shifts and gain valuable experience.
- Why this job: Make a real impact while developing your tech skills in a supportive culture.
- Qualifications: Active SC Clearance required; experience with desktop OS, networking, and ITSM tools preferred.
- Other info: This is a 5-month contract role with opportunities for growth.
A Security Cleared (Minimum SC) First Line Analyst is required to join a Second Line Service Desk team supporting delivery of a 24/7 x 365 service working in rotating Early, Mid, Late shifts to cover 7am - 7pm. You will provide technical support and service delivery to this organisation's customers who are typically central Government or Law enforcement.
You will be responsible for:
- Incident investigation and resolution
- Request fulfilment
- Assisting problem investigations
- Identifying and generating support documentation
- Technical coaching to users, ensuring adherence to agreed standards and procedures
Essential Skills and Experience:
- Experience working for a Managed Service Provider (MSP) and familiarity with managing support contracts and SLAs
- Strong knowledge of common desktop operating systems (Windows, MacOS) and mobile devices (iOS, Android)
- Basic networking knowledge to assist with issue troubleshooting (TCP/IP, DNS, DHCP, VPN)
- Experience with IT service management (ITSM) tools and ticketing systems
- Excellent communication skills, with the ability to clearly explain technical issues to non-technical users
- Strong problem-solving and troubleshooting abilities, with a methodical and patient approach to resolving issues
- Ability to manage and prioritise multiple tasks effectively in a fast-paced environment
- A commitment to providing excellent customer service and support
Desirable Skills:
- IT certifications such as ITIL Foundation, CompTIA A+, or equivalent
- Experience with remote desktop support tools (e.g., TeamViewer, Remote Desktop, SimpleHelp)
- Knowledge of IT security practices and security frameworks
- Experience with Active Directory and user account management
- Microsoft 365 administration experience
- SharePoint 365 experience
First Line Support employer: identifi Global Resources
Contact Detail:
identifi Global Resources Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land First Line Support
✨Tip Number 1
Make sure you highlight your experience with Managed Service Providers (MSPs) in your conversations. This is crucial for the role, and demonstrating your familiarity with support contracts and SLAs can set you apart from other candidates.
✨Tip Number 2
Brush up on your knowledge of common desktop operating systems and mobile devices. Being able to confidently discuss troubleshooting techniques for Windows, MacOS, iOS, and Android will show that you're well-prepared for the technical aspects of the job.
✨Tip Number 3
Familiarise yourself with IT service management (ITSM) tools and ticketing systems. If you have experience with specific tools, be ready to talk about how you've used them to manage incidents and requests effectively.
✨Tip Number 4
Demonstrate your excellent communication skills by preparing examples of how you've explained technical issues to non-technical users in the past. This will showcase your ability to provide exceptional customer service, which is key for this role.
We think you need these skills to ace First Line Support
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience, especially in Managed Service Providers and IT support roles. Emphasise your familiarity with desktop operating systems and any IT certifications you hold.
Craft a Strong Cover Letter: In your cover letter, explain why you're a great fit for the First Line Support role. Mention your experience with IT service management tools and your ability to communicate technical issues clearly to non-technical users.
Highlight Your Security Clearance: Since active SC clearance is essential for this position, make sure to mention it prominently in your application. This will demonstrate that you meet one of the key requirements right away.
Showcase Problem-Solving Skills: Provide examples in your application that showcase your problem-solving abilities and your methodical approach to troubleshooting. This could be through specific scenarios where you successfully resolved technical issues.
How to prepare for a job interview at identifi Global Resources
✨Showcase Your Technical Knowledge
Be prepared to discuss your experience with desktop operating systems and mobile devices. Highlight any specific troubleshooting scenarios you've encountered, especially those involving TCP/IP, DNS, or VPN issues.
✨Demonstrate Excellent Communication Skills
Since you'll be explaining technical issues to non-technical users, practice articulating complex concepts in simple terms. Consider using examples from your past experiences where you successfully communicated with customers.
✨Familiarise Yourself with ITSM Tools
Research the IT service management tools and ticketing systems commonly used in the industry. If possible, mention any specific tools you've worked with and how they helped streamline support processes.
✨Emphasise Your Customer Service Commitment
Prepare to discuss your approach to customer service. Share examples of how you've gone above and beyond to assist users, and express your dedication to maintaining high service standards in a fast-paced environment.
