Junior / 1st Line Support

Role: Junior Service Support Analyst (1st Line)
Sector: Technology
Location: Central London
Salary: £20,000 to £25,000 + Benefits

A heavily cloud-focused organisation based in central London is on the lookout for an ambitious 1st Line Support Analyst to join their team to help manage an increasing workload, as a result of the company's rapid growth and expansion.
The role offers an excellent opportunity to gain hands-on experience with various aspects of IT Infrastructure, as-well as undertaking company funded formal Microsoft training.

Benefits Package

• Annual Bonus
• 25 Days' Annual Leave + 8 Bank Holidays
• Specialist Microsoft Training - Microsoft Office 365 & Azure
• Health & Dental insurance
• Pension Contributions
• Company paid sickness
• Interest-free season ticket loan
• Social events

The Role:

• You will act as the first point of contact between the business and its clients.
• Diagnose and resolve 1st line assigned tickets within target resolution times
• Accurately classify and log tickets, keeping detailed ticket notes throughout the lifecycle of a ticket
• Provide excellent customer service and an excellent customer experience at all times
• Conduct personal queue and ticket triage to prioritise and manage your workload, escalating as and when required using internal processes
• Liaise with partners and third-party vendors to resolve customer issues
• When allocated, perform the dispatch role, allocating inbound emails requests and balancing the workloads of other technicians

Required Experience

• Great telephone and client facing skills
• Previous IT support experience is a must (MSP Preferable)
• Office 365 & Exchange Online
• SharePoint and Teams
• Windows OS and Server
• Active Directory
• Excellent team player but with the capacity to be strongly self-motivated
• The ability to deal with difficult and demanding situations in a calm and professional manner.
• Networking - DNS / DHCP / TCP / IP
• Excellent customer service

Applications are being actively reviewed so ensure you apply ASAP to be in consideration for interviews!

In Technology Group Ltd is acting as an Employment Agency in relation to this vacancy.