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- Tasks: Provide first-line IT support and troubleshoot a variety of tech issues.
- Company: Join a dynamic Managed Service Provider with a focus on customer satisfaction.
- Benefits: Gain valuable experience, career progression, and access to training resources.
- Why this job: Kickstart your IT career while helping clients solve their tech problems.
- Qualifications: Basic IT knowledge and a passion for customer service are essential.
- Other info: Opportunities for growth into advanced technical roles within the company.
The predicted salary is between 24000 - 36000 £ per year.
We’re looking for a Tier 1 Service Analyst to join our Service Desk Team. The Tier 1 Service Analyst is the first point of contact for customers seeking IT support within an MSP environment. The role involves logging, diagnosing, and resolving a range of IT issues, as well as escalating more complex cases to Tier 2 or 3. In this role, you will deliver exceptional customer service, troubleshoot effectively, and maintain efficient communication to ensure clients experience minimal downtime.
Career Path & Progression: This role is an entry-level position that offers clear opportunities for career progression within the MSP. As experience and technical skills develop, engineers can move into Tier 2 and Tier 3 roles, specialising in areas such as network administration, cloud services, or cybersecurity.
Key Responsibilities:
- Customer Support & Issue Resolution
- Provide first-line technical support via phone, email, or through a ticketing system
- Troubleshoot and resolve hardware, software, and network-related issues
- Follow the defined processes for incident and problem management, including proper documentation
- Escalate unresolved issues to higher-tier engineers in accordance with SLA timeframes
- Ticket Management
- Accurately log all issues, requests, and tasks using the service desk ticketing system
- Track, prioritise, and manage tickets to ensure prompt resolution within SLA guidelines
- Effectively keep clients informed of ticket progress and resolution status
- Incident & Request Management
- Triage all incidents, and perform an initial diagnosis. Where incident is simple, progress the incident through to resolution or until escalation time is reached
- Take ownership of Service Requests ensuring that they are actioned or escalated within SLA
- Hardware & Software Support
- Assist with the installation, configuration, and maintenance of end-user hardware and software
- Support users with email, Office 365, Active Directory, VPN, and other applications
- Provide basic network troubleshooting (e.g. Wi-Fi, connectivity issues, printer configuration)
- User Account Management
- Create, modify, and disable user accounts in Active Directory, Office 365, and other systems
- Reset passwords and troubleshoot login/authentication issues
- Monitoring & Incident Reporting
- Monitor client systems and alert management teams of potential issues
- Create incident reports and participate in post-incident reviews where necessary
- Collaboration & Documentation
- Work closely with Tier 2 and Tier 3 teams to ensure seamless resolution of escalated issues
- Maintain and update technical documentation, knowledge base articles, and SOPs for end-users and support teams
- Training & Development
- Keep up-to-date with emerging technologies, products, and IT best practices
- Actively participate in internal training to advance to higher technical levels
- Proactively utilise the online training portals made available
Skills, Knowledge, Competencies Required:
- Essential Technical Knowledge
- Good understanding of Windows OS, Microsoft Office, and Office 365 suite
- Basic knowledge of networking fundamentals (TCP/IP, DNS, DHCP, VPN)
- Familiarity with Active Directory user management
- Experience using remote desktop tools to troubleshoot end-user issues
- Communication
- Excellent verbal and written communication skills
- Ability to simplify technical information for non-technical users
- Strong customer service orientation, with a polite and friendly attitude
- Problem-Solving
- Logical approach to troubleshooting and issue resolution
- Ability to prioritise tasks effectively and manage time efficiently
- Teamwork & Collaboration
- Work collaboratively with other service desk engineers and cross-functional teams
- Willingness to ask for help and share knowledge with colleagues
- Attention to Detail
- Ability to document issues, resolutions, and ongoing activities with precision
- Maintain clear, concise, and accurate records in the ticketing system
Other:
- Previous experience in a customer-facing IT support role, ideally within an MSP environment
- Familiarity with ITIL principles and best practices
- Knowledge of desktop and laptop hardware troubleshooting
- Basic understanding of cybersecurity practices
- Industry certifications (e.g., CompTIA A+, Microsoft 365 Fundamentals)
Desirable:
- Experience working in an IT Managed Service Provider (MSP) setting
- Familiarity with IT service management tools (e.g., HaloPSA, ConnectWise, Autotask)
- Experience supporting cloud-based services such as Microsoft Azure and Microsoft 365
- Exposure to mobile device management (MDM) solutions
Tier 1 Service Analyst employer: Netcentrix
Contact Detail:
Netcentrix Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Tier 1 Service Analyst
✨Tip Number 1
Get to know the company culture before your interview. Check out their website and social media to see what they're all about. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your troubleshooting skills! Since you'll be dealing with IT issues, brush up on common problems and solutions. You can even role-play with a friend to simulate real-life scenarios. This will boost your confidence and prepare you for those tricky questions.
✨Tip Number 3
Don’t forget to ask questions during your interview! It shows you're engaged and eager to learn. Ask about the team dynamics, training opportunities, or how they handle escalations. This not only gives you insight but also helps you stand out as a candidate.
✨Tip Number 4
Apply through our website! We love seeing applications come directly from candidates who are excited about joining us. Plus, it makes it easier for us to track your application and get back to you quickly. So, don’t hesitate—hit that apply button!
We think you need these skills to ace Tier 1 Service Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the Tier 1 Service Analyst role. Highlight any customer service experience and technical knowledge, especially around Windows OS and Office 365, to catch our eye!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re passionate about IT support and how your problem-solving skills can help us deliver exceptional service to our clients.
Show Off Your Communication Skills: Since this role involves a lot of customer interaction, make sure your written application showcases your ability to communicate clearly and effectively. We love candidates who can simplify technical jargon for non-tech users!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands and shows us you’re serious about joining our team!
How to prepare for a job interview at Netcentrix
✨Know Your Tech Basics
Brush up on your understanding of Windows OS, Microsoft Office, and basic networking fundamentals. Be ready to discuss how you would troubleshoot common issues, as this will show your technical knowledge and problem-solving skills.
✨Show Off Your Customer Service Skills
Prepare examples of how you've provided excellent customer service in the past. Think about times when you simplified technical information for non-technical users or resolved a tricky issue while keeping the client calm and informed.
✨Familiarise Yourself with the Role
Read through the job description thoroughly and understand the key responsibilities. Be prepared to discuss how you would handle ticket management, incident reporting, and collaboration with other teams, as these are crucial for the Tier 1 Service Analyst role.
✨Ask Smart Questions
Prepare thoughtful questions to ask at the end of your interview. This could be about the team dynamics, opportunities for training and development, or how the company measures success in the Service Desk Team. It shows your interest and enthusiasm for the role!
