First Response Analyst

Are you ready to be a frontline hero in a fast-paced tech environment?

We're looking for a fully remote customer-focused First Response Analyst’s to join our dynamic Service Desk team. In this role, you will be the initial point of contact for our clients, playing a critical part in delivering outstanding service and ensuring a seamless IT support experience. With a sharp focus on first-time resolution and exceptional communication, you'll be the face—and the voice—of ROCK’s technical support.

This is your opportunity to build a career in IT, where every call you take, and every issue you resolve, contributes to the success of our clients and the strength of our reputation. A real opportunity to kick start your IT career! The salary is national living wage.

What you will be doing:

• Be the first point of contact for clients seeking technical assistance.

• Provide initial triage and troubleshooting for common IT issues across hardware, software, and networking.

• Log all incidents and service requests accurately and efficiently using our ticketing system.

• Follow defined processes and procedures to ensure consistent, high-quality support.

• Escalate unresolved or complex issues to Advanced Support Team in a timely and professional manner.

• Educate and guide users on basic IT functions and best practices.

• Maintain a high level of professionalism and customer service in all interactions.

• Contribute to the achievement of team KPIs, focusing on quality, speed of response and resolution, customer experience and satisfaction.

This role is your launchpad into the IT industry—where process discipline, problem-solving, and people skills come together to make a real impact.

Your Key Responsibilities in Action:

• First-Line Fixer: Deliver swift, accurate resolutions to common technical issues on first contact.

• Process Follower : Ensure adherence to processes, knowledge base articles and support protocols.

• Service Desk Gatekeeper : Accurately capture all client interactions and maintain high-quality ticket documentation.

• Customer Experience Advocate : Provide an outstanding client experience with every interaction.

• Team Player : Collaborate and liaise with other teams to ensure smooth ticket progression and service continuity.

Your Key Performance Indicators (KPIs) – What success looks like:

• KPI’s are under review and will be released before end of June.

What you need to succeed:

• Customer Service Excellence: Proven experience in a service or customer-facing role.

• Communication Skills: Strong verbal and written communication with a confident, friendly manner.

• Technical Curiosity: A genuine interest in IT and a desire to build your knowledge.

• Attention to Detail: Precision in ticket logging and adherence to procedures.

• Calm Under Pressure: Ability to remain composed and effective in a high-volume, fast-paced environment.

• Problem-Solving Mindset: Analytical thinking and a willingness to investigate and resolve issues.

Desirable Skills:

• Experience in a service desk or technical support role.

• Familiarity with service desk systems and remote support tools.

• Understanding of Microsoft Office and Windows-based environments.

• Eagerness to pursue further training and IT certifications.