1st Line Support Analyst

Sidcup, UK
18 Jul 2019
17 Aug 2019
Contract Type
Full Time
1st Line Support Analyst
An opportunity has arisen to join a leading IT consultancy as a 1st Line Support Analyst on a permanent basis to be based in Sidcup. You will act as the first point of contact for customers who report incidents and log service requests. The primary objective of the role is to provide first time resolution, achieved by troubleshooting, diagnosing and resolving problems at the first point of contact and/or escalating the fault to one of our specialist teams to investigate and resolve.

Duties and responsibilities:
• Handle customer incidents and service requests in a professional, courteous manner over the phone and via email
• Take ownership of incidents and managing them in a logical and methodical manner
• Correctly logging incidents, problems and service requests, categorising and prioritising them in line with team procedures
• Conducting full and thorough diagnostics with end users to enable first point of contact incident resolution
• Ensuring all faults are progressed and resolved within SLA, escalating to other internal and external teams as appropriate
• Managing incidents and requests through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress
• Diagnosing and resolving incidents to the customers satisfaction
• Identify and escalate repeat issues or service risks to the Service Delivery Manager where necessary
• Manage a number of scheduled tasks for customers, designed to ensure that the customers systems remain operational
• Keep operational documentation up-to-date

Technical skills:
• Good knowledge of Microsoft Windows 7 - 10 and Mac OS
• Basic knowledge of user administration (Active Directory, Exchange/Office365)
• Good knowledge of Microsoft Office suite
• Good understanding of workstation builds and configuration
• Hardware troubleshooting

•£18-25k basic salary dependent upon experience.
• Paid overtime or time off in lieu
• Working hours are 08:45am until 5:30pm with occasional extended hours where required
• Contributory pension scheme (after 3 months service and successful completion of probationary period)
• Twenty days annual leave. On 1 January, following completion of 1 years' service with the firm, your entitlement will increase to 21 days. The entitlement increases by a further day on 1 January following completion of 2, 3, 4 and 5 years' service, giving a maximum of 25 days after 5 years' service.

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