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- Tasks: Provide top-notch IT support and troubleshoot technical issues for clients.
- Company: Join ITRM, a leader in Intelligent AI Solutions.
- Benefits: Gain valuable experience, develop your skills, and enjoy a supportive work environment.
- Other info: Opportunity for growth in a dynamic tech-focused company.
- Why this job: Be the hero who solves tech problems and helps clients thrive.
- Qualifications: Basic IT knowledge and a passion for helping others.
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 employer: Itrm
Contact Detail:
Itrm Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 1st Line Technical Support Analyst - Sidcup
✨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! Since you'll be handling technical issues, brush up on common IT problems like login failures and network connectivity. Being able to demonstrate your problem-solving abilities can really set you apart.
✨Tip Number 3
Show off your communication skills! As a 1st Line Technical Support Analyst, clear communication is key. Practice explaining technical concepts in simple terms, so you can effectively assist clients and keep them updated on their issues.
✨Tip Number 4
Apply through our website! We love seeing candidates who take the initiative. Plus, it gives you a chance to showcase your enthusiasm for the role right from the start. Don't miss out!
We think you need these skills to ace 1st Line Technical Support Analyst - Sidcup
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 IT 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 will need to 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 us you're keen on joining our team!
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.
✨Showcase Your Customer Service Skills
Prepare examples of how you've provided exceptional customer service in the past. Think about times when you resolved issues quickly or communicated effectively with clients. This will demonstrate your ability to handle the first point of contact with professionalism.
✨Practice Problem-Solving Scenarios
Anticipate common IT issues you might face in this role and practice how you would troubleshoot them. Being able to articulate your thought process during the interview will highlight your problem-solving skills and calmness under pressure.
✨Familiarise Yourself with Tools
Get to know the PSA/RMM tools and remote support platforms mentioned in the job description. If you have experience with similar tools, be ready to discuss it. Showing that you're proactive about learning these systems can set you apart from other candidates.