Technical Support Analyst - 1st Line

Description

Gotpeople are working closely with a dynamic local IT comapny are are looking for Technical support Analysts.

The successful candidates should have:

A minimum of 1 year experience working in a busy Technical Service Desk role, ideally at an MSP

Excellent customer service and communication skills (verbal and written)

Be able to drive to site for the shift (must have own transport)

Ability to prioritise tasks on a busy and fast paced Service Desk

Ability to work well in a team and under own initiative

Great problem-solving skills

RESPONSIBILITIES

Customer Service

Acting as the first point of contact via phone, email or ticket

Providing a friendly, quick and helpful experience for our clients

Providing 1st level support remotely

Escalating tickets to 2nd line team and collaborating with team members

Use of our ticketing system

Use our ticketing system to work on and resolve helpdesk tickets & service requests

Managing and recording all work though our ticketing system

Make sure that client documentation is well maintained

Split tickets that have several issues into their own individual ticket

Make sure that tickets aren’t “stale” throughout the process

Use of our monitoring and management tool

Review RMM dashboard and apply remediation actions as indicated by our processes

Review regularly scheduled/automated actions as indicated by our processes

Communication, Reporting and Risk

Escalate tickets that require Technical Support Analyst assistance

Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue

Identify, communicate and mitigate potential risks to the account manager and clients

SKILLS

Desired

A love of (and ability to) solve problems & challenges

Great communications skills, founded in being a good listener

An understanding of support tools, techniques and how technology is used to provide services

Strong understanding of operating systems, business applications, printing systems and network systems

Must be able to type quickly and accurately while talking on the phone

A deep desire to deliver an amazing client experienceKnowledge of IT Applications, Software & Hardware

The ability to keep up with & adapt to the fast-paced IT world

Technical Skills

Microsoft 365

Microsoft Azure/Entra & Intune

Microsoft Windows

Desktop & server operating systems

Infrastructure

Basic network conceptsSecurity:

Basic understanding of security concepts

Benefits £25500 - £27000 per annum

Company pension

Gym membership at office location

Free on-site parking

Employee Assistance and Wellbeing Program

25 days holiday a year

High powered laptop

A proactive approach to ongoing training to help you develop life-long skills

Ad ID: 5416993650