1st Line Support Analyst

Sable & Proctor
19 Apr 2019
26 Apr 2019
Contract Type
Full Time
IT Service Desk Analyst

Our client based in Sheffield City Centre are currently seeking a 1st Line Support Analyst to join the internal IT Operations Team.
As a 1st Line Support Analyst your main responsibility will be to provide outstanding support to the internal customers of the IT Service Desk. Proving proactive customer interaction, monitoring and assigning support calls and proving excellent customer service and feedback throughout the support process.


Provide a proactive customer liaison and single communication point for customer phone calls, emails, self-serve and face-to-face communication regarding all IT issues and queries.
Day to day responsibility for clarification of requests received, always assessing the priority to the business needs.
Take full responsibility of 1st line faults through to a full resolution.
Escalating support requests to 2nd/3rd line team, where necessary engaging the support of 3rd party suppliers.
Developing support literature to support employees across the organisation.
Ensuring all software and hardware contracts are kept up to date.
Responsible for maintaining adequate levels of hardware in stock to meet customer demands.
Updating statistics on key performance indicators as directed by management.
Ensuring all printer equipment is functional and all supplies and consumables are kept in stock.
Assisting with the procurement of IT equipment and supplies to meet the needs of the business.

Knowledge, Skills and Experience

Ability to assess and diagnose IT issues, understanding the best way to deliver an efficient solution.
Analytical and numerical skills - ability to interrogate and analyse data.
Previous experience of working in a 1st line support environment.
Experience of supporting Windows Desktop Environment.
Experience of managing IT Hardward and Software Assets.

Position, Remuneration and Interview Date

Full Time Permanent Position, £18,000 - £22,000 per annum (based on experience)
Interviews to be conducted on Thursday 14th March

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