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1st Line Service Desk Analyst
Department: Service Desk
Location: Hybrid
Salary Range: 22k - 26k, based on experience
Overview
We are looking for a proactive and customer-focused 1st Line Support Engineer to join afast-paced Service Desk team. This role is perfect for an individual with a passion for IT, strong problem-solving skills, and a commitment to delivering exceptional customer service.
As a 1st Line Support Engineer, you will be the first point of contact forclients, troubleshooting technical issues, logging service requests, and ensuring smooth IT operations for businesses across various industries. This role provides an excellent opportunity for career development, with clear pathways to progress into 2nd Line Support and beyond.
Key Responsibilities
Incident and Service Request Management
Act as the first point of contact for IT support queries via phone, email, and ticketing system.
Log and categorise support requests accurately, ensuring all relevant details are captured.
Diagnose and resolve common technical issues related to hardware, software, and networking.
Escalate complex issues to 2nd Line Support while maintaining ownership and communication with the client.
Ensure all incidents and service requests meet agreed SLAs (Service Level Agreements).
Technical Support
Provide remote and occasional on-site support for end-users.
Assist with Microsoft 365 administration, including password resets and user account management.
Support desktop and laptop configurations, including Windows 10/11 and MacOS devices.
Perform basic troubleshooting for networking issues (Wi-Fi, DNS, DHCP, IP configurations).
Assist with onboarding and offboarding of employees, ensuring correct access permissions.
Deploy and support endpoint security solutions such as antivirus and MFA (Multi-Factor Authentication).
Customer Service and Communication
Deliver high-quality customer service, ensuring users feel supported and informed.
Translate technical issues into simple, non-technical language for end-users.
Follow up with users to ensure issues are fully resolved and document resolutions in the ticketing system.
Work closely with 2nd Line Support and Service Desk Team Leader to improve support processes.
Documentation and Knowledge Sharing
Maintain accurate ticketing system records with detailed troubleshooting steps.
Contribute to the internal knowledge base by documenting common issues and solutions.
Stay up to date with emerging technologies and best practices in IT support.
Required Skills and Experience
Technical Skills
Operating Systems: Familiarity with Windows 10/11, Windows Server, and MacOS.
Microsoft 365: Basic administration experience (password resets, mailbox access, Teams, OneDrive).
Networking: Understanding of IP addressing, DHCP, DNS, and basic Wi-Fi troubleshooting.
Hardware & Peripherals: Knowledge of troubleshooting desktops, laptops, printers, and mobile devices.
Security & Compliance: Awareness of cybersecurity principles, including MFA and endpoint security tools.
Ticketing Systems: Experience using ITSM platforms such as Autotask, ServiceNow, or Zendesk (desirable).
Soft Skills
Strong problem-solving and analytical skills.
Excellent communication skills, both written and verbal.
Ability to prioritise multiple tasks in a fast-paced environment.
A customer-first approach, ensuring user satisfaction and service excellence.
A strong desire to learn and progress within IT support.
Experience
1+ years of experience in an IT support role (desirable but not essential).
Exposure to working within an MSP (Managed Service Provider) environment (preferred but not required).
Previous experience in a customer-facing role, demonstrating strong service skills.
Certifications (Desirable but Not Essential)
CompTIA A+ / Network+
Microsoft Certified: Modern Desktop Administrator Associate
ITIL Foundation
Other Requirements
Willingness to work occasional out-of-hours shifts or on-call rotations if required.
A strong interest in growing a career within IT, with a willingness to gain further certifications.
What's OnOffer
A competitive salary and benefits package, with opportunities for progression.
Access to training, certifications, and professional development to grow your skill set.
A collaborative and supportive team environment, working alongside talented engineers.
Exposure to a wide range of technologies and industries, keeping the role dynamic and challenging.
WE CANNOT OFFER EMPLOYMENT TO ANYONE WHO REQUIRES SPONSORSHIP AT THIS OR ANY TIME IN THE FUTURE
