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- Tasks: Be the go-to person for tech support, solving IT issues and helping clients thrive.
- Company: Join ITRM, a leader in Intelligent AI Solutions with a supportive team culture.
- Benefits: Enjoy competitive pay, flexible working options, and opportunities for personal growth.
- Other info: Dynamic role with potential for on-site visits and hands-on experience.
- Why this job: Kickstart your career in tech while making a real difference for clients every day.
- Qualifications: Basic IT knowledge and a passion for helping others are key.
The predicted salary is between 25000 - 30000 £ per year.
As a 1st Line Technical Support Analyst, you are the first point of contact for clients requiring IT assistance within our Managed Service Provider (MSP) environment. Your primary responsibility is to deliver exceptional customer service, achieve high first-time-fix rates, and ensure incidents and service requests are handled swiftly, professionally, and in alignment with our SLAs.
Site visits may occasionally be required as an exception rather than a routine responsibility, typically for simple troubleshooting or hardware swaps when remote resolution is not possible. This may also include a full-day on-site for one of our customers.
Key Responsibilities- Act as the first point of contact for all incoming technical issues.
- Troubleshoot and resolve common IT issues, including login failures, software errors, hardware faults, and network connectivity.
- Perform structured triage and capture accurate information.
- Aim for high first-time fix rates.
- Escalate unresolved issues with clear notes.
- Handle account creation, password resets, mailbox updates, and software installations.
- Communicate clearly with users.
- Provide ticket updates and maintain ownership.
- Use PSA/RMM tools, action monitoring alerts, support maintenance tasks, and maintain asset records.
- Create/update knowledge articles.
- Flag recurring issues.
- Microsoft 365 admin
- Active Directory
- Basic networking (DNS, DHCP, VPN, Wi-Fi)
- Remote tools & PSA platforms
- Endpoint security principles
- Calm under pressure
- Strong organisation and prioritisation
- Listening & problem solving
- Team player with a growth mindset
- First-time fix rate
- SLA adherence
- CSAT feedback
1st Line Technical Support Analyst - Sidcup in London employer: Itrm
Contact Detail:
Itrm Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 1st Line Technical Support Analyst - Sidcup in London
✨Tip Number 1
Get to know the company! Research ITRM and their Intelligent AI Solutions. Understanding their values and services will help you tailor your approach during interviews and show that you're genuinely interested.
✨Tip Number 2
Practice your troubleshooting skills! Brush up on common IT issues like login failures and software errors. Being able to demonstrate your problem-solving abilities in real-time can really impress the hiring team.
✨Tip Number 3
Show off your communication skills! As a 1st Line Technical Support Analyst, clear communication is key. Be ready to explain technical concepts in simple terms and keep users updated on their ticket status.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re proactive and serious about joining the team at ITRM.
We think you need these skills to ace 1st Line Technical Support Analyst - Sidcup in London
Some tips for your application 🫡
Show Your Customer Service Skills: As a 1st Line Technical Support Analyst, you'll be the first point of contact for clients. Make sure to highlight any previous experience in customer service or technical support in your application. We want to see how you can deliver exceptional service!
Be Clear and Concise: When writing your application, keep it straightforward. Use clear language to describe your technical skills and experiences. We appreciate applicants who can communicate effectively, just like you’ll need to do with our clients.
Tailor Your Application: Don’t just send a generic application! Take the time to tailor your CV and cover letter to match the job description. Mention specific skills like Microsoft 365 admin or basic networking that are relevant to the role. We love seeing candidates who pay attention to detail!
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 shows you’re keen on joining our team at ITRM!
How to prepare for a job interview at Itrm
✨Know Your Tech Basics
Brush up on your knowledge of Microsoft 365, Active Directory, and basic networking concepts like DNS and DHCP. Being able to confidently discuss these topics will show that you're ready to tackle the technical challenges of the role.
✨Show Off Your Customer Service Skills
Since this role is all about first contact with clients, prepare examples of how you've provided exceptional customer service in the past. Think about times when you resolved issues quickly or communicated effectively under pressure.
✨Practice Problem-Solving Scenarios
Anticipate common IT issues you might face, such as login failures or software errors, and practice how you would troubleshoot them. This will help you demonstrate your structured approach to problem-solving during the interview.
✨Be Ready to Discuss Teamwork
This role requires collaboration, so be prepared to share experiences where you worked as part of a team. Highlight your ability to listen, support others, and contribute to a positive team environment, showcasing your growth mindset.