IT Support / Technical Support (1st Line Support)

Easyweb Recruitment
Newcastle Upon Tyne
£17,000 to £20,000
06 Oct 2017
07 Nov 2017
Contract Type
Full Time
IT Support / Technical Support (1st Line Support)

Our client delivers applications, data analytics and managed services that transforms and optimises the businesses they work with. They offer customers a unique blend of over 26 years’ experience of leading edge cloud, on-premise and hybrid solutions.

Position: 1st Line Technical Support Analyst
Location: Cobalt Business Park, Newcastle
Job Type: Full Time, Permanent
Salary: £17,000 to £20,000 dependent on skills and experience
Benefits: 25 days annual leave plus bank holidays, profit and performance related bonus, occupational sick scheme, company pension scheme, career progression plan, cycle to work scheme, childcare voucher scheme.

About the role:

The successful candidate will be responsible for the provision of technical support and maintenance to all supported IT business users, systems, hardware and applications. Providing technical support ensuring incidents are resolved in an efficient and professional manner in line with service level commitments. Fundamental to the role is the ability to offer exceptional customer service, through excellent written, oral and organisational skills, whilst delivering accurate technical resolutions to issues. It is critical you manage your own time and workload to process multiple incidents at the same time, and ensure effective resolution.

In this role you’ll have the freedom to explore and provide the best solutions for their clients and in turn develop your technical skills by supporting some challenging and interesting products and technologies. They will offer you the ability to grow and progress within the company which will open up career opportunities to you.


- Welcome their customers who contact them via telephone, email and customer portal
- Gather information on customer incidents and accurately record on the Service Management tool
- Ensuring incidents and requests are prioritised and resolved within Service Level Commitments
- Provision of quality IT support to clients and internal users
- Accurate recording of time in their Service Management software
- Take responsibility and ownership of incidents and requests and escalating where required to 2nd / 3rd line
- Aim to resolve technical support incidents at 1st line
- Provide a single point of contact for all Managed Services IT services
- Managing own workload and time Backup and System checks
- Remote administration activities PC configuration from procedures
- Adhering to Service Level Agreements Accurate completion of timesheets
- Administrative duties for example receiving, packing and dispatching goods

About you:

- Customer service experience including the ability to show empathy and understanding to all customers Microsoft Windows 7 / 8 and 10
- Desktop skills and experience Microsoft Office Applications 2010 / 2013 and O365 experience
- AD, DNS, DHCP Administration experience
- Demonstrable ability to manage and prioritise significant workloads
- Logical and thorough in approach to incidents and requests
- ITIL Awareness Some understanding of virtual technology and remote application delivery
- Ability to manage own workload to meet given deadlines and targets
- Aptitude and willingness to learn and develop
- A commitment to undertake technical training and gain industry recognised certifications
- Good written and verbal skills
- Show awareness of how clients’ businesses are impacted by their IT and prioritise work accordingly

Desirable skills / experience:

- ITIL Foundation Certification
- Relevant IT Related degree
- Current Microsoft Certifications

You may have experience of the following: 1st Line Service Desk Analyst, Technical Support, Service Desk Analyst, Helpdesk, Service Desk, 1st Line Support, Active Directory, MS Exchange, Windows 7, Microsoft Office, Windows 8, Office 365, Citrix, ITIL, Microsoft Certification, Windows 10, Office 2016, IT Support etc.

This vacancy is being advertised by EasyWeb Recruitment, the UK’s leading Online Recruitment Agency. The services advertised by EasyWeb Recruitment are those of an employment agency. No terminology in this advert is intended to discriminate on the grounds of gender, race, disability, age, sexual orientation, religion, or belief, and we confirm that we will gladly accept all applications.
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