1st Line Support Analyst (IT Helpdesk)

1st Line IT Support Analyst

3 Month contract

Full time hours, Mon - Fri

£160.00 Per Day - Inside IR35 via Umbrella

Location: Warwickshire/Hybrid working - 1 day per week onsite, rest remote working

We are recruiting for a customer focused 1st Line Support Analyst to work at our client's impressive HQ site in Warwickshire.

You will be required to be on client site for the first 1 - 2 weeks of the assignment for training in Warwickshire; thereafter remote/hybrid working options are available. To be able to work from home/remotely, you will have a professional environment where there are limited interruptions/distractions.

This is a very customer focused role, with primary responsibility for 1st line support for incidents across the estate. It is important that the applicant will have a mixed range of skills, and strong communications are key.

The role will involve:

• Provision of 1st line support for all applications and technical infrastructure
• Logging and classification of incidents
• Investigation and diagnosis of incidents
• Logging and progressing Service Requests
• Ownership of tickets
• Regular communication with end-users both written and verbal
• Proactive monitoring of incidents ensuring timely escalation, resolution and incident closure
• Creation of support documentation
• Liaison with suppliers, service groups and customers to ensure that agreed service levels are met

Skills/Experience:

• Experience in a busy telephone based customer services environment
• Experience in a 1st line IT service desk/helpdesk role
• Professional and polite telephone manner
• Demonstrable analytical and problem-solving skills
• Computer literacy in Microsoft products
• ServiceNow experience desirable

If you would like to be considered - please forward your application ASAP to Jackie Dean at TXP and we will contact you shortly with an update on your application.

TXP takes great pride in representing socially responsible clients who not only prioritise diversity and inclusion but also actively combat social inequality. Together, we have the power to make a profound impact on fostering a more equitable and inclusive society. By working with us, you become part of a movement dedicated to promoting a diverse and inclusive workforce.