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IT Support Analyst
Location: Central London
Salary: £28,000 to £35,000
About the company
The organisation has over 300 users spanning across 7 global offices. They're a market leader within their legal specialism and having a growing IT department (currently at 12 people across various specialities).
Position Overview
Act as 1st line support to provide business solutions, ensuring effective communication of status and progress or issues and queries to all employees in line with agreed SLA's
Responsibilities
- Respond to incoming IT issues and support requests from end users via telephone and via the ticket system
- Prioritise and resolve the tickets for incoming requests
- Answer general telephone calls, resolving the query or redirecting them to the relevant person
- Escalate problems (when required) to the Service Desk Manager
- Document all pertinent end user identification information, including name, contact information, and nature of problem or issue
- Record, track, and document the support request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
- Build rapport and gain as much information regarding problem details from customers in order to decide on appropriate action to resolve
- Apply diagnostic utilities to aid in troubleshooting
Candidate Requirements
Essential Skills and personal qualities
- Excellent communication skills
- Experience providing 1st Line Support
- Windows 10/11
- Office 365
- Active Directory
Apply now to Just IT and we will review your application. If you are suitable for the role, we will be in contact to discuss this opportunity.
