At a Glance
- Tasks: Provide top-notch 1st line support for tech issues and ensure user satisfaction.
- Company: Join a dynamic IT team focused on delivering excellent customer service.
- Benefits: Gain valuable experience, flexible working options, and opportunities for growth.
- Other info: Fast-paced environment with a chance to work with diverse technologies.
- Why this job: Be the go-to person for tech support and make a real difference for users.
- Qualifications: Previous IT Service Desk experience and a passion for troubleshooting.
IT Service Desk Analyst About the Role We re looking for a customer-focused IT Service Desk Analyst to join our busy and fast-paced IT team. As the first point of contact for over 1,600 users, you ll provide high-quality 1st line support, ensuring IT incidents and service requests are resolved efficiently while delivering an outstanding customer experience. This is an excellent opportunity for someone with previous IT Service Desk experience who enjoys troubleshooting technical issues and working with a wide range of technologies. Key Responsibilities Provide 1st line technical support for Windows 11 devices, Microsoft 365, Outlook, Teams and iOS devices via phone, service portal and face-to-face. Diagnose and resolve user issues relating to Active Directory, password resets, user accounts, Microsoft 365 applications, hardware and software. Log, prioritise and manage incidents and service requests using ITSM tools, ensuring all tickets are updated and resolved within agreed SLAs. Support and troubleshoot laptops, desktops, mobile devices, printers and peripheral hardware. Take ownership of user issues through to resolution, keeping customers informed throughout the support lifecycle. Escalate complex technical issues to 2nd and 3rd Line Support and third-party vendors where appropriate. Assist with Microsoft Defender, SharePoint and remote support tools such as GoTo Assist to investigate and resolve incidents. Maintain ...
1st Line Support Analyst employer: Som3
As a Data Governance Manager in the public sector, you will join a forward-thinking organisation that prioritises accountability and ethical data management. With a strong commitment to employee development, we offer comprehensive training programmes and opportunities for career advancement, all within a collaborative work culture located in vibrant cities like Birmingham, Manchester, Sheffield, or Newcastle. Our focus on meaningful work ensures that your contributions will have a lasting impact on the community and the governance landscape.
We think you need these skills to ace 1st Line Support Analyst
Customer Service Skills
Technical Support
Windows 11
Microsoft 365
Outlook
Teams
iOS Support
