Technical Support Analyst - 1st Line

Gotpeople are working closely with a dynamic local IT comapny are are looking for Technical support Analysts. 

The successful candidates should have:

• A minimum of 1 year experience working in a busy Technical Service Desk role, ideally at an MSP
• Excellent customer service and communication skills (verbal and written)
• Be able to drive to site for the shift (must have own transport)
• Ability to prioritise tasks on a busy and fast paced Service Desk
• Ability to work well in a team and under own initiative
• Great problem-solving skills

RESPONSIBILITIES

Customer Service

• Acting as the first point of contact via phone, email or ticket
• Providing a friendly, quick and helpful experience for our clients
• Providing 1st level support remotely
• Escalating tickets to 2nd line team and collaborating with team members

Use of our ticketing system

• Use our ticketing system to work on and resolve helpdesk tickets & service requests
• Managing and recording all work though our ticketing system
• Make sure that client documentation is well maintained
• Split tickets that have several issues into their own individual ticket
• Make sure that tickets aren’t “stale” throughout the process

• Use of our monitoring and management tool

• Review RMM dashboard and apply remediation actions as indicated by our processes
• Review regularly scheduled/automated actions as indicated by our processes

• Communication, Reporting and Risk

• Escalate tickets that require Technical Support Analyst assistance
• Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
• Identify, communicate and mitigate potential risks to the account manager and clients

• SKILLS

• Desired
• A love of (and ability to) solve problems & challenges
• Great communications skills, founded in being a good listener
• An understanding of support tools, techniques and how technology is used to provide services
• Strong understanding of operating systems, business applications, printing systems and network systems
• Must be able to type quickly and accurately while talking on the phone
• A deep desire to deliver an amazing client experienceKnowledge of IT Applications, Software & Hardware
• The ability to keep up with & adapt to the fast-paced IT world

Technical Skills

• Microsoft 365
• Microsoft Azure/Entra & Intune
• Microsoft Windows
• Desktop & server operating systems
• Infrastructure
• Basic network conceptsSecurity:
• Basic understanding of security concepts

Benefits

• Company pension
• Gym membership at office location
• Free on-site parking
• Employee Assistance and Wellbeing Program
• 25 days holiday a year
• High powered laptop
• A proactive approach to ongoing training to help you develop life-long skills