technical support London, England
Job description
Our Client manages one of the UKs most prestigious nationwide Infrastructure projects. They currently seek a 1st Line Support Analyst, for a career growth opportunity.
ROLE PURPOSE:
Reporting to the IT Manager, the 1st Line Support Analyst will provide first class customer service support to IT users across the Group, handling incidents, escalations and requests from colleagues in a positive, helpful and constructive manner with the end goal of high customer satisfaction. This includes responsibilities for 1st line desk side support, End User Compute (EUC) and IT Infrastructure tickets, service requests and incidents.
CORE RESPONSIBILITIES:
· Responsible for all 1st line desk side support, EUC and IT Infrastructure ticket, service request and incident management.
· Supporting a portfolio of applications (including Office 365 and Windows 10 , and Mobile Device Management systems) and IT hardware (including desktops, laptops, tablets and mobile phones).
· Lead on ticket receipt, triage (including categorisation, prioritisation, and initial diagnostics), investigation and resolution within SLA, where possible.
· Escalation of incidents and tickets that are at risk of breaching SLA to line managers and to 3rd line support, when the Analyst cannot resolve.
· Responsible for End-to-End ticket management and ensuring excellent communications with all end users, keeping them informed about the incident and ticket status at agreed intervals.
· Take a proactive role in your personal development, including identifying relevant training opportunities.
PERSON SPECIFICATION:
General Skills
· Excellent communication at all levels, both written and verbal.
· Self-motivated, driven and able to work with minimum guidance.
· Customer facing with suitable soft skills to provide a first-class IT Service Delivery, by telephone, email and in person.
· Organised, punctual and adaptable, with the ability to multi-task and follow Procedures successfully. · Good common sense/judgment.
· Able to work effectively and confidently under pressure. · Strong affinity for continuous improvement, including the ability to spot and remedy flaws in process design.
· Excellent problem solver and pattern recognizer, able to support the Problem Management Root Cause Analysis processes.
REQUIREMENTS: PREFERRED QUALIFICATIONS / REQUIREMENTS:
- Azure AD Admin
· MS Windows environment support (Win10, Office 365)
· Active Directory
· Mobile Device Management (iOS profiling, Intune)
· Service Desk processes (prioritization, change control, incident/problem management)
· At least 2 years in an IT (or similar) support function.
· Proven experience working on a Service Desk in at least a 1st line support function; ideal this should be within an ITIL Service Delivery environment.
· Applied Technology (TAM)
· OpenGI · Networking
· VMWare
· SAN and NAS
· Support experience in a highly demanding customer environment.
· Insurance Industry knowledge is desirable.
· ITIL v3 or v4 · Minimum 5 GCSE level at grade C or above.
· Microsoft Certified Administrator
Job Type: Full-time
Salary: £30,000.00-£40,000.00 per year
Schedule:
- Monday to Friday
Work Location: Hybrid remote in London
