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Premier Work Support
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Sidcup, Greater London
1st Line IT Support Analyst
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Job Type: Full-time |
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Salary: £18,000 per annum |
Overview
Do you have 1st Line IT Support experience? Our client who are an award winning business are actively seeking to increase their headcount in the IT Helpdesk team. As a permanent 1st Line Support Analyst on the Service Desk, you will act as the first point of contact for customers who report incidents and log service requests. The primary objective of the role is to provide first time resolution, achieved by troubleshooting, diagnosing and resolving problems at the first point of contact and/or escalating the fault to one of the specialist teams to investigate and resolve. You will be responsible for: Handling customer incidents and service requests in a professional, courteous manner over the phone and via email Taking ownership of incidents and managing them in a logical and methodical manner Correctly logging incidents, problems and service requests, categorising and prioritising them in line with team procedures Conducting full and thorough diagnostics with end users to enable first point of contact incident resolution Ensuring all faults are progressed and resolved within SLA, escalating to other internal and external teams as appropriate Managing incidents and requests through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress Diagnosing and resolving incidents to the customers satisfaction Identify and escalate repeat issues or service risks to the Service Delivery Manager where necessary Manage a number of scheduled tasks for customers, designed to ensure that the customers systems remain operational Keep operational documentation up-to-date You will have proven knowledge and experience of the following: Good knowledge of Microsoft Windows 7 - 10 and Mac OS Basic knowledge of user administration (Active Directory, Exchange/Office365) Good knowledge of Microsoft Office suite Good understanding of workstation builds and configuration Hardware troubleshooting You will be working Monday to Friday, 8.45am to 5.30pm. If you have all of the attributes required and are looking to work for a progressive award winning company then please apply today.