1st Line Support Analyst

Role: 1st Line Support Analyst

Reports To: 1st Line Team Leader

Location: Exeter

The Role

The IT Service Desk is the single point of contact for all IT services, requests, and incidents. The IT Service Desk is a busy, dynamic, fast paced team, servicing multiple individual businesses and over 1600 colleagues.

You should have excellent customer service skills and broad knowledge of IT. Be confident, friendly and approachable with a good telephone manner and able to communicate with staff who have varying IT Knowledge. Having an eye for detail and accuracy is essential.

You will have 1-2 years’ experience within IT service desk and demonstratable customer service skills with an aptitude for technology.

Duties

Include but not limited to:

• Supporting internal staff over 2 sites on a weekly basis
• Receiving and handling requests for service, following agreed procedures and SLA’s, accurately and to a high-quality originating from our portal, telephone, and face to face.
• Logs incidents and service requests and maintains relevant records:
• Identifies and classifies incident types and service interruptions
• Records incidents cataloguing them by symptom and resolution
• Provide 1st line technical support
• Acting as customer liaison and delivering an excellent customer experience
• Take ownership of user requests and be pro-active when dealing with user issues
• Providing updates to the customer on the progression of their call
• Administration of required systems and documentation
• Liaising with 2nd and 3rd line support teams and 3rd party / vendor support teams
• Escalating calls where necessary, monitoring 2nd and 3rd line SLA’s
• Maintain the IT asset register
• You will be required to travel to other offices as and when required
• Support hours are currently 8am to 6pm Monday to Friday, with a shift rota.

Skills

• Telephone and face to face customer service skills
• Empathy and understanding of customer needs
• Effective organisation and time management skills
• A good technical understanding of computers, networks and communications systems
• Exceptional attention to detail
• Ability to work accurately under pressure
• Excellent communication and interpersonal skills

Technologies

Knowledge and experience in the following will be advantageous.

• Knowledge of Windows 11, M365 & Active Directory
• ITSM Tools
• MS Outlook
• MS Teams
• MS Defender
• iOS / iPhones / iPads
• Go To Assist,
• Sharepoint
• General PC hardware knowledge for fixes and resolution