1st Line IT Support Analyst (Helpdesk Support)

1st Line Support Analyst

Location: High Wycombe HP11 1JU (Hybrid)
Department: Helpdesk

Sharp IT Services is seeking a 1st Line Support Analyst to join our helpdesk team. This role involves providing IT support to a diverse client base, managing support tickets efficiently, and ensuring excellent service delivery to maintain client satisfaction and retention.

Key Responsibilities

• Own, update, and progress support tickets, ensuring clients receive timely updates
• Meet Key Performance Indicators to maintain high service standards
• Develop technical proficiency through continuous learning
• Prioritise and organise daily tasks to align with client expectations
• Communicate professionally and effectively with clients and colleagues
• Represent Sharp IT Services in a professional manner at all times

Skills and Experience

• Friendly, personable, and professional approach
• Strong client service focus
• Excellent written and verbal communication skills
• Basic technical knowledge and experience in IT
• Familiarity with Microsoft Server and Desktop Operating Systems
• Basic understanding of Microsoft 365, Azure, networking, firewalls, virtualisation, backup, and antivirus solutions
• Awareness of Remote Monitoring and Management tools

Benefits

• 26 days holiday plus bank holidays
• Private healthcare, life insurance, dental, and critical illness cover
• O2 discounts
• Study support
• Discounted gym membership

This is an excellent opportunity for someone looking to develop their IT skills in a supportive and professional environment. Apply now to join the team.