York- Technical support analyst - £23-25K

An established client of ours in the Technology sector are looking for a IT Technician to join their internal IT department, on a permanent basis. This position would be ideal for someone with 2+ years of first-line Service Desk experience, looking to join a growing team with countless progression opportunities. The ideal candidate will have a desire to learn, exceptional problem-solving abilities, work well in a team and have a customer-focused mindset. Having come from a similar Service Desk role, this vacancy is suited for someone willing to 'hit the ground running', having knowledge and experience of using an ITSM tool alongside ITIL understanding.

Roles & Responsibilities:

Respond to technical support inquiries via email, phone, or chat.
Troubleshoot and resolve technical issues for customers.
Escalate complex issues to 2nd / 3rd line teams when necessary.
Maintain detailed documentation of support tickets and resolutions.
Provide training and support to customers on software and hardware usage.
Collaborate with other teams to identify and resolve product issues.
Stay up-to-date with industry trends and emerging technologies.
Participate in an on-call rotation to provide out-of-hours support for both internal and external customers, outside of the core business hours.
Maintain high levels of incident ownership through the incident lifecycle to a satisfactory customer resolution.
Utilize ITSM tools to log, track, and manage customer tickets, ensuring accurate documentation and timely updates.
Understand, adhere to, and promote IT security best practices.
Completing administrative tasks, acknowledging events, checking security logs, logging, and progressing change requests.
To always be willing to carry out any other reasonable request.
Adhere to asset and access management policies and procedures.
Perform your tasks in support of data and information security.

This is an excellent opportunity for an enthusiastic and passionate IT Technician to join a successful organisation. Interviews are being arranged immediately for this role, so if this is of interest, please apply now for consideration!

If you'd like more information about the role, please contact Jasmine Brady for more information on 07458160158 / email your CV to

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